Customer Services Team Leader

Johnson Matthey; Watford; In loco; GBP 38.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonus

Pension

25 days annual leave

Descrizione del lavoro

Johnson Matthey Plc is seeking a Customer Services Team Leader in Royston, United Kingdom. You will supervise the Customer Service Team, ensuring proactive delivery and strong customer experience across internal and external stakeholders.

Key duties include leading the team to meet business objectives, managing forecasts and order processes, and working with Quality and Outside Sales to resolve complaints and align on terms. Strong leadership and Excel skills are essential.

Competenze

• Proven leadership experience in customer services.
• Strong Excel skills and data-driven mindset.
• Excellent communication and stakeholder management.
• Ability to coach and develop a team.

Mansioni

• Supervise all activities of the Customer Service Team, ensuring proactive and effective delivery to internal and external customers.
• Supervise internal resource to provide coverage at all times, ensuring outstanding customer service.
• Lead and optimise the efficiency of the team to meet business objectives.
• Ensure current procedures for sales orders are met or exceeded, including forecasting, budgeting, order processing, metal management, and payment terms, while managing risk and regulatory standards.
• Analyse trends of customer complaints with the Quality department and present corrective actions.
• Collaborate with Outside Sales Team to ensure clear communication and alignment on commercial terms.

Conoscenze

Leadership

Excel

Prioritization

Communication

Customer-focused

Strumenti

Excel

Descrizione del lavoro

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:

As a Customer Services Team Leader, you will help drive our goals by:

• 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.