Softener Supplies Team Leader

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

About Us:

With over 40 years’ experience, Harvey Water Softeners is the UK market leader in the manufacture and retail of domestic water softeners. At our factory in Old Woking we have a full production and R&D facility, both of which sit alongside our head office. We invest heavily in our people and are proud to champion a coaching culture underpinned by our shared values. Our factory is currently undergoing modernisation to incorporate world-class manufacturing and the best in class tools and equipment to make our great product. We aren’t hanging around - sales are storming, we need great people to join our fantastic team and continue to fuel our momentum.

Purpose of Role:

As a result of our successful growth, we are now seeking to employ a Team Leader to help drive performance within our Softener Supplies Team. The successful candidate will ensure our Softener Supplies team deliver the very highest level of customer service at all times. Often the first point of contact for our customers, the Team Leader will ensure our Softener Supplies team offer the very best customer experience. They will work closely with the team to ensure orders are processed promptly and to ensure we provide swift and accurate information about our Water Softeners.

Working Hours:

Monday to Friday 8:00am - 5:00pm + 1 in 4 Saturdays 8:30am - 12:30pm paid as overtime (on a rota).

Core Role Responsibilities & Duties:

• Supporting the Head of dealers/Dealer Managers/Softener Supplies Manager to ensure the Softener Supplies team provide exceptional customer service at all times & recognise our customer’s needs
• Building working relationships with customers to encourage new business
• Working with the trade manager to ensure onboarding of new customer accounts
• Database Management : Ensuring customer contact list is managed and updated.
• Case queue management.
• Processing customer orders through our CRM (Sales Force) in a timely manner.
• Ensuring the high volume of inbound calls into the team is handled promptly and efficiently
• Ensuring all customers who enter the Softener Supplies Reception area are greeted professionally and queries and service requests are dealt with promptly
• Encouraging retail and trade sales via our sales counter
• Challenging processes and considering new ways to enhance the service we offer our customers
• Day-to-day people management that includes performance management, attendance management and coaching and upskilling the team of Softener Supplies advisors

• Strong leadership skills
• Ability to use initiative and confident making independent decisions
• A coaching mind-set, and a desire to help develop and support others
• Ability to deal with high demands under pressure
• Ability to prioritise and multitask in a reactive environment
• Able to challenge processes and embrace change

• 25 days annual leave
• Pension scheme
• Discretionary annual bonus
• Company Sick Pay (after qualifying period)
• Well-being programs – your well-being is important to us.
• Access to on-going learning and development with our online learning platform
• Employee rewards and discounts through Perks at Work