Softener Supplies Team Lead — Customer Excellence & Coaching

Harvey Water Softeners; Woking; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Discretionary annual bonus

Company Sick Pay

Well-being programs

Online learning platform

Perks at Work discounts

Job summary

Harvey Water Softeners in Old Woking seeks a Team Leader for our Softener Supplies team to drive performance and deliver outstanding customer service. You will guide a team, ensure orders are processed promptly, and provide swift, accurate information about our water softeners.

With Monday–Friday hours and rotating Saturdays, you will develop staff, manage inbound calls, and foster strong customer relationships to secure repeat business.

Qualifications

• Experience leading a customer service team.
• Experience with CRM systems (Salesforce)
• Ability to manage high workloads and meet deadlines
• Willingness to work Monday to Friday 8:00–17:00 and Saturdays on rota

Responsibilities

• Support Head of dealers/Dealer Managers/Softener Supplies Manager to ensure exceptional customer service.
• Build relationships with customers to encourage new business.
• Onboard new customer accounts with the trade manager.
• Manage customer database and keep contact lists updated.
• Manage case queues and ensure timely resolution.
• Process customer orders in Salesforce CRM.
• Handle high volume inbound calls promptly and efficiently.
• Greet customers at reception and address queries promptly.
• Encourage retail and trade sales at the sales counter.
• Challenge processes to improve service quality.
• Manage the Softener Supplies team including performance and coaching.

Skills

Leadership

People management

Customer service

Team coaching

Decision making

Communication

Problem solving

Tools

Salesforce

Job description

Harvey Water Softeners in Old Woking seeks a Team Leader for our Softener Supplies team to drive performance and deliver outstanding customer service. You will guide a team, ensure orders are processed promptly, and provide swift, accurate information about our water softeners.

With Monday–Friday hours and rotating Saturdays, you will develop staff, manage inbound calls, and foster strong customer relationships to secure repeat business.