Customer Services Team Leader

Matthey; Royston; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Bonus

Pension contributions

25 days annual leave

Job summary

Johnson Matthey in Royston is seeking a Customer Services Team Leader to oversee daily operations of the customer service team, ensuring timely and accurate order processing and exceptional service to internal and external customers.

You will lead, coach and motivate the team; manage resource coverage, balance workloads in a fast-paced environment, and collaborate with sales, quality, and compliance to meet budgets and policies.

Qualifications

• Experience supervising a customer service team.
• Strong communication and leadership abilities.
• Proven ability to prioritise workload in a fast-paced environment.

Responsibilities

• Supervise all activities of the Customer Service Team to ensure proactive delivery.
• Ensure coverage and efficient operation to meet internal and external customer needs.
• Lead improvements to meet business objectives and maintain compliance with policies.

Skills

Leadership

Customer focus

Communication skills

Prioritization

Tools

Excel

Job description

Vacancy: Customer Services Team Leader Location: Royston

At Johnson Matthey, your work will matter. As a Customer Services Team Leader, you’ll join a world leader in platinum group metals with over 200 years of history and innovation. You’ll help tackle the world’s biggest challenges - cutting emissions, powering modern society and enhancing lives - as we continue to apply, refine and recycle metals that matter, for a healthier and more resilient future.

The role:

• To supervise all activities of the Customer Service Team, ensuring a proactive & effective delivery service to all levels of internal and external customers.
• To supervise internal resource to provide coverage at all times, ensuring the delivery of outstanding customer service.
• To lead and optimise the efficiency of the team to meet business objectives.
• To ensure that current procedures for sales orders are met/exceeded; these include forecasting, budgeting, inbound or outbound order processing and progression, metal management (due date, pricing, funding), financial (credit control, contracted payment terms etc.), risk management, compliance with all legal and regulatory standards & policies (including ABC, Dual Use, & H & S etc.) to maximise customer satisfaction and safeguard the Company from risk.
• To analyse trends of customer complaints working alongside the Quality department to review and investigate, and to formally present recommendations & implement corrective actions.
• To work closely with the Outside Sales Team to ensure communication, responsiveness & understanding against commercial terms and responsibilities.

Requirements for the role:

• Highly computer literate with strong Excel skills. – Essential
• Ability to prioritize workload of self and team, in a fast-paced, dynamic environment - Essential
• Leadership ability –to coach, motivate and drive performance across a team - Essential
• Ability to drive best practice for business without losing sight of the customer - Essential
• Customer focused and passionate about customer experience – Essential
• Excellent communication & personal skills, including the ability to negotiate, influence and persuade at all levels - Essential

How you will be rewarded:

We offer a competitive compensation and benefits package including bonus, excellent pension contributions and 25 days annual leave (varies for shift-based roles).

At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.

Johnson Matthey is open for discussion on part time, job share and flexible working patterns.

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks; early application is advised.

For any queries or should you have any accessibility requirements, please contact [e-mail] who will work with you to implement suitable adjustments at any stage of the recruitment process. All conversations are treated in the strictest of confidence and we would appreciate your feedback to ensure we can provide an accessible and enjoyable recruitment process.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.