Job Title: Customer Service Team Leader (maternity cover)
Location: Heywood
Full-time: Permanent Fully remote (Shift pattern 1 in 3 weekends)
Are you a dedicated leader with a passion for delivering outstanding customer service? Do you excel in guiding and motivating a team to achieve excellence? Join us as a Customer Service Team Leader and lead our team to new heights of customer satisfaction. If you're ready to make a significant impact and drive exceptional service standards, then apply today
About Us: About Us: At Martin Brower, we are dedicated to sustainability, continuous improvement, and valuing our people. As a global leader in supply chain solutions, we support some of the world's largest restaurant chains by delivering food, beverages, and products with a focus on innovation and environmental responsibility.
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Position Summary: The Customer Service Team Leader will manage daily operations, mentor team members, and implement strategies to improve service quality and efficiency. The ideal candidate will have strong leadership skills, excellent communication abilities, and a commitment to enhancing the customer experience. Join us and play a crucial role in driving our customer service excellence.
Key Responsibilities:
- Ensuring the team process all new sales orders and amendments to existing orders in accordance with customer Service Level Agreements and internal processes, through liaison with internal departments and directly with our customer.
- Ensuring you set accurate client expectations and that these are achieved in relation to Service Level Agreements
- Ensuring the team process all requests in line with existing company procedures and to deadlines
- Ensuring accuracy for all transactions is conducted within operating parameters and subsequent errors are rectified in line with internal or external service level obligations
- Ensuring all client queries are resolved in a timely and professional manner (resolving all queries at first call wherever possible), liaising with internal departments when appropriate and owning the final resolution
- Ensuring you provide customers with information on progress and where necessary authorise credits / compensation in line with the operating parameters defined at the time
- Ensuring all client communication both verbal and written is dealt with professionally and recorded accurately in the appropriate business system
- Create an accurate reporting suite (to include KPI's) to be able to measure individual performance along with Business results for all activities undertaken within the team
- Work with other departments to identify and execute automation of systems and processes to enhance the efficiency within the department / business