Customer Services Team Leader, UK

Videndum plc; Bury St Edmunds; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global leader in image capture and content creation is seeking a Customer Service Team Leader in Bury St Edmunds. This role involves coordinating daily activities and ensuring exceptional service for B2B customers. The ideal candidate will have over five years of customer service experience and strong leadership skills. Competitive pay and benefits such as flexible working hours and private medical insurance are offered.

Benefits

Competitive Pay

Salary Sacrifice Pension

25 Days Holidays + Bank Holidays

Flexible Working Hours

Enhanced Maternity and Paternity Benefits

Private Medical Insurance

Free On-Site Parking and EV Charging

Qualifications

• 5+ years experience in a customer service environment.
• Ability to work independently and accurately.
• Experience in leading a team.

Responsibilities

• Coordinate daily activities in the Customer Service team.
• Develop and maintain strong working relationships with B2B customers.
• Oversee the management of the Salesforce platform.

Skills

Excellent verbal and written communication skills

Excellent organisational and administrative skills

Ability to work under pressure

Strong knowledge of Microsoft Office

Experience in customer service for 5+ years

Job description

*No Agencies Please

Videndum is an international group principally serving customers in the "image capture and content creation" market. Videndum manufactures and distributes technically advanced products which give broadcasters, film studios, video production companies and independent content creators total confidence in the production equipment they depend upon to capture and share world class footage.

Our people are key to our future, and they are our number one priority. They make the difference not only by what they do, but by how they do it.

Role Summary

To work within the Customer Service team in a leadership role, coordinating daily activities to ensure the team consistently delivers exceptional service to both internal and external customers.

Work Location: Bury St Edmunds

Main Responsibilities and Tasks

• Develop and maintain a strong working relationship with all B2B (Business to Business) customers, assisting them in processing orders, ensuring stock is managed and orders are delivered as required
• To create and maintain a good relationship with the Sales Team, be in touch with them regularly to share information on the daily activities and be updated on the market situation
• Oversee the management of the Salesforce platform within the team to achieve the KPIs set by the group.
• Ensure all personally addressed emails received are responded to promptly.
• Manage the Info UK mailboxes and tasks within the Customer Service team.
• Handle sales orders for UK customers, including price amendments upon Finance approval, applying promotions, and releasing orders to the warehouse according to the delivery schedule. Arrange freight to ensure timely product delivery.
• Utilise the Vendor Central platform to manage the Amazon account effectively.
• Collaborate with various delivery companies to ensure the correct service is applied to shipments, asking for quotes when needed
• Work with the goods‑in team to ensure the returns process is managed efficiently
• Raise credits and Statements of Account (SOAs) as authorised by the accounts team.
• Oversee the warranty replacement procedure with support from Studio 1, ensuring timely resolution of faulty products and customer concerns.
• Continuously enhance your product knowledge across brands and encourage the Customer Service team to do the same.
• Collaborate with the warehouse team to manage workflow, priorities, special instructions, including the release of backorders alongside daily.
• Create internal files to share information, such as the intake sheet showing the value of orders received daily.

Team Leading

• Develop the strategies defined by the Customer Service Manager and provide regular feedback on daily activities.
• Provide strong leadership to the UK Customer Service team, fostering a positive and productive work environment.
• Identify training needs and opportunities for team members, ensuring continuous professional development.
• Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
• Address and resolve any conflicts or issues within the team promptly and effectively.
• Implement strategies to keep the team motivated and engaged, recognising and reporting outstanding performance.
• Ensure optimal allocation of resources within the team to meet workload demands and achieve departmental goals.

Our Benefits

• Competitive Pay
• Salary Sacrifice Pension
• 25 Days Holidays + Bank Holidays
• Flexible Working Hours
• Enhanced Maternity and Paternity Benefits
• Employees Sharesave Scheme
• Volunteering Opportunities
• Fund Raising Events with our ESG programme - Action4Good
• Private Medical Insurance
• Life Assurance
• Free On‑Site Parking and EV Charging
• And lots more! Visit our Videndum Careers for more information.

Our goal is to create a gender and culturally diverse workforce as we believe this is critical to our success. We are committed to attracting, developing, growing and retaining a diverse workforce. Talk to us about your flexible working aspirations – we’re open to flexible hours to fit around family commitments.

Knowledge and Skills

Essential

• Excellent verbal and written communication skills
• Excellent organisational and administrative skills with the ability to prioritise
• Ability to work under pressure, handle criticism well and remain patient and calm during stressful situations
• A strong working knowledge of Microsoft Office, including Excel and Word
• Ability to work independently at speed and with accuracy
• Ability to work as part of a team and to lead a team, displaying motivation and a flexible working attitude
• Ability to use initiative and to innovate, when required
• Experience of working in a customer service environment for 5+ years
• ESG as a key performance measure within our business. We are looking for individuals who share our commitment to supporting our environment, our communities, promoting diversity and operating ethically in everything we do.

Videndum Mindset

• Exceptional Product Performance
• Customer Focus
• Leading a Fast‑Changing Market
• Global Capability
• Transparency, Integrity and Respect
• Environmental Consciousness

Health and Safety

All employees are expected to take care for their own health and safety and that of others who may be affected by their acts or omissions in accordance with the Company health and safety policy by using correct tools, processes and Personal protective equipment and not perform any function unless appropriately trained and authorised.

Our approach to diversity follows a strict policy of sourcing the best person for the role irrespective of race, gender, age, religion, sexual preference, or disability. Our Code of Conduct sets out an express prohibition on discrimination of any kind.

Notice to recruitment agencies

We appreciate your interest in assisting us in our search. Videndum engages outside agencies only under specific circumstances. If you are interested in working with us on a particular position, you may contact us via email at [e-mail]. We ask that you do not contact management or hiring managers directly.