Customer Services Team Leader
Softcat plc
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Benefits offered by this job
Job summary
Softcat plc is seeking a Customer Services Team Leader to oversee daily operations, drive performance, and develop staff within a collaborative, hybrid-working environment.
You will manage 1:1s, onboarding, and strategic projects, while partnering with the Customer Services Manager to deliver exceptional customer outcomes and maintain strong supplier relationships.
Qualifications
- Excellent time management and organisational skills.
- Excellent communication and interpersonal skills; able to influence decisions.
- Ability to work in a team and independently.
- Willingness to support flexible/hybrid working patterns.
Responsibilities
- Manage the daily operations of the Customer Services team, ensuring tasks and deadlines are met.
- Conduct regular 1:1s and annual PDRs with team members and support their development.
- Assist with recruitment and onboarding of new team members.
- Contribute to team strategy and collaborate with the Customer Services Manager.
- Support the Customer Service Manager and lead team-based projects.
- Understand and document business system processes; identify improvements and train team members.
Skills
Job description
Would you like to kick start your career in a supportive,collaborativeand innovative company?
Do you enjoy working as part of an enthusiastic, passionate,and collaborative team?
About the Team
Softcat is one of the UK's Leading IT Infrastructure providers and a FTSE 250 listed company. We're passionate about outstanding employee satisfaction and world-class customer service – both which inspire our flexible, friendly approach to business. You will be joining Softcat's Customer Services Team in our Marlow Head Office. The Customer Services teams primary focus is to manage the returns process from start to finish and to assist with rectifying customer billing issues for set Sales Teams.
Success. The Softcat Way.
At Softcat we want to support you at every stage of your career. Whether that means stepping up into a more senior role, taking on more responsibilities in your current role or broadening your skills and experiences in a different department, we encourage all our employees to develop and grow with us.
Your Role
As a Customer Services Team Leader, you will be accountable for delivering exceptional customer outcomes, developing future talent, driving operational excellence, and ensuring your team contributes meaningfully to the wider Business Operations strategy.
What you'll be doing
- Daily management of the team; ensuring daily tasks are completed and deadlines are achieved, managing resource and leading team meetings.
- Completing regular 1:1s and annual PDRs with team members, taking a proactive approach in supporting the development of your direct reports.
- Playing an active role in the recruitment for the team alongside the Customer Service Manager.
- Responsible for onboarding new members of the team and ensuring this is effectively delivered.
- Contributing to and executing team strategy alongside your fellow Customer Services TL and Customer Services manager.
- Directly support and assist the Customer Service Manager.
- Creating additional team-based projects to support the Management Team.
- Demonstrate a strong financial understanding of the key business systems and processes used across the organisation. Identify, investigate, and resolve operational issues efficiently, using sound judgement and problem-solving skills
- Gaining an excellent level of understanding of the Customer Services team processes and their impact.
- Collaborating with various teams to understand and document business system processes.
- Analyse and identify areas for process improvement and implement changes, including providing support and training to team members on system processes.
- Resolving all queries and discrepancies with both customers and suppliers.
- Maintaining strong relationships with our top suppliers to improve processes and escape cases.
- Building and maintaining strong relationships Team Leaders and Managers of internal teams within Business Operations.
- Being a point of escalation for Customer Service Executives and the wider business.
- Responsible for customer credit sign-off process.
- Maintain a strong commercial awareness to support business objectives and customer outcomes. Manage team annual leave, sickness absence, and resource planning effectively, ensuring appropriate coverage during peak periods and in line with business needs.
- Champion employee wellbeing by maintaining up to date mental health awareness training. Identifying when additional support may be required, and partnering with HR and management to ensure colleagues receive appropriate guidance and support in line with company policies and procedures.
What we need from you
- To have excellent time management and organisation skills to effectively manage additional workload and responsibilities as well as the team
- To have excellent communication and interpersonal skills, with an ability to influence decisions at all levels and command respect from key stakeholders
- To set the right example to the wider team and ensure you are demonstrating the Softcat Values
- Be a good team player and able to provide guidance to newer members of the team
- To possess initiative and be able to consistently operate independently
- Be able to identify where tasks can be re-aligned amongst the team and effectively delegate where required
- To beresults-orientated; and Strong organisational, time management and prioritization skills
- To be able to work under pressure and the ability to manage numerous workstreams simultaneously
We also acknowledgethattheconfidencegap and imposter syndrome are a real thing andcanget in thewayof us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!
Work in a way that works for you
We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
- Hybrid working – 3 days in the office and 2 days working from home
- Working flexible hours - flexing the times you start and finish during the day
- Flexibility around school pick up and drop offs
Working with us
Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives,and embraces every background.
If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Anyinformation you share on your application will be treated in confidence. You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/
Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authenticallyyouas possible when submitting your application to showcase your true and whole self.
We offer a competitive salary and benefits package and will provide you with opportunities to grow, flourish, and achieve great things. Our benefits include:
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