Customer Service Team Leader

Smart10 Ltd, Trading as SMT Recruitment • Permanent • Hatfield, Hertfordshire, England, United Kingdom • £40k / year • 1d ago

Customer Success Team Leader
Location: Hatfield, Hertfordshire
Salary: Up to £40,000
Hours: Monday to Friday, 7:30am to 4:30pm
Office Based: 5 days per week

Lead. Inspire. Deliver.

Are you an experienced Customer Service Team Leader looking for your next challenge?
Do you thrive in a fast paced environment where no two days are the same? Are you passionate about developing people, improving processes and delivering an exceptional customer experience?
Our client who is in the construction industry, is looking for an ambitious Customer Success Team Leader to join their growing business. Reporting directly to the Head of Operations, you will play a key role in leading a busy customer success team while remaining hands on in the day to day operation.

About the Role
This is not a role where you sit behind a desk managing from a distance. You'll be working alongside your team of five, leading by example and supporting customers while ensuring the department runs efficiently.
You'll oversee your own customer region, deal with customer enquiries, quotations, order processing, invoicing and delivery queries while coaching and developing your team to deliver an outstanding customer experience.
Working closely with Sales, Warehouse and Supply Chain, you'll ensure customer orders are delivered accurately and on time while driving continuous improvement across the department.

Key Responsibilities
·Lead, motivate and develop a team of five Customer Success Advisors.
·Manage day to day customer service operations.
·Lead by example and remain actively involved in the team's workload.
·Monitor team performance through KPIs and service levels.
·Conduct one to ones, performance reviews and coaching sessions.
·Support recruitment, onboarding and training of new team members.
·Manage performance, attendance and employee development.
·Process customer orders, quotations and invoicing.
·Resolve customer issues quickly and professionally.
·Liaise with Warehouse and Supply Chain to ensure orders are delivered on time and in full.
·Identify opportunities to improve customer service and operational efficiency.

About You:

We're looking for someone who enjoys being part of the team and isn't afraid to roll their sleeves up.
You'll have previous experience leading a customer service team within a busy environment and be confident managing performance, coaching colleagues and making decisions under pressure.
Ideally you'll have experience within construction, or another technical product environment.

You'll Have
·Previous experience leading a customer service team.
·Experience managing KPIs and team performance.
·Strong leadership and coaching skills.
·Excellent communication and problem solving abilities.
·The ability to prioritise in a fast paced environment.
·A proactive and organised approach.
·Strong IT skills, including Microsoft Office and ERP or order management systems.
·A commercial mindset with a focus on delivering exceptional customer service.

What's on Offer
·Salary up to £40,000
·Monday to Friday, 7:30am to 4:30pm
·25 days annual leave plus Bank Holidays
·Christmas shutdown from Christmas Eve until the first working day in January, days allocated out of your annual leave
·Workplace pension
·Genuine opportunity to shape and develop a growing customer success team
·Join a successful and expanding business with ambitious growth plans

Why Join?
My client has built an outstanding reputation throughout the UK and Europe. The business prides itself on its people, customer experience and collaborative culture, making this an exciting opportunity for someone looking to make a real impact within a growing organisation.
If you're a motivated leader who enjoys developing people, improving customer service and working as part of a close knit team, we'd love to hear from you.

Thank you for your interest in this vacancy, advertised by SMT Recruitment (Smart10 Ltd), acting as an employment agency/business. Your application will be considered alongside others, and we will contact you within three working days if you are shortlisted.
SMT Recruitment is a multi-award-winning specialist recruitment consultancy providing temporary, contract, and permanent recruitment solutions across selected business sectors. To stay up to date with our latest opportunities, please visit our website, like us on Facebook, and follow us on Instagram or LinkedIn. Please refer to SMT's Privacy Policy for details on how we manage your data.

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