Customer Service Team Leader

Posted 16 August by The Works Recruitment Ltd
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Customer Service Team Leader - Montrose - £26,000 plus bonus

Objective of role:

The Customer Service Team Leader is viewed as the customer service expert within the branch, the driver of continuous improvement and the ambassador for customer retention. Back office administration and data integrity will fall within scope of this role, ensuring that customer managed is owned end to end.

This role will also manage the branch facility its self, acting as the deputy to the Branch Manager. It will be responsible for the management of inventory and compliance of the site to all regulatory standards, as well as maintaining vehicle usage and driver safety compliance.

Main Responsibilities:

  • Ensures that the company is exceeding customer requirements displaying best practice at all times
  • Owns all customer related activity, from contracts through to case management resolution, liaising with all stakeholders both at branch and company level
  • Upholds customer experience throughout the branch and trains team accordingly
  • Encourages accurate and beneficial use of CRM, ERP & AX in order to promote positive customer service
  • Develops complaint management handling in branch and alongside company, facilitating positive case closure and utilisation of CRM & AX complaint handling
  • Updates all key stakeholders on customer insight and appropriate action
  • Manages Branch Administration function to ensure all internal/external documents are handled correctly
  • Manages data integrity across the branch
  • Key escalation point for all customer contact in line with company Customer Service SLA
  • Successfully manages customer dispute resolution utilising branch headcount and ensuring invoices are all dealt with in an appropriate and timely fashion
  • Ensure strong link with all customer accounts and external stakeholders
  • Runs branch in the Branch Manager's absence
  • Develops, mentors and coaches team to success, recommending appropriate training interventions where necessary
  • Takes responsibility for the safe and compliant operation of the facility
  • Oversees and manages all aspects of the site permit, liaising with internal compliance & local enforcement agencies
  • Ensures that all reporting is completed in regards to ISO, OHSAS Standards, Company Policy & line with the Health & Safety Act
  • Maintenance of day to day operations, control of the waste transfer station and all relevant documentation to be raised & receipted
  • Overall responsibility for supporting branch on controlling all inventory on site, physically and on the system
  • Onsite fleet responsibilities: Vehicle usage and maintenance compliance, Work Time Directive logging and infringements management.
  • Any other duties reasonably requested and which are within the scope, spirit and purpose of the job


  • Analyses problems, thinks creatively, and makes effective decisions in the appropriate timescale
  • Sets, monitors and reviews clear objectives within the framework of the business goals, using appropriate systems and processes
  • Creates a climate in which people want to do their best by providing appropriate challenge, support and direction
  • Seeks opportunities for collaborating and sharing best practice to maximise the commercial potential
  • Contributes positively through clear communication, personal impact and behavioural flexibility. Is able to create a positive climate and influence others to get things done
  • An engaging and inspiring Manager, brings energy to the team
  • Is a good self starter and can work independently if required
  • Conveys an image which represents the company, their role, and the core values
  • Use of a CRM & ERP desirable

Person Specification:

  • Previous experience (essential)
  • Strong Managerial/delegation skills
  • Experience in complaint management and escalation
  • Negotiation skills
  • Excellent time management
  • Ability to motivate self and work independently when required
  • Can handle pressurised situations

Required skills

  • Accounts Assistant
  • Compliance
  • Core
  • CRM
  • Administrator

Reference: 35887790

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