The Pilot Group -Customer Service (Internal) Central Manchester (10minutes walk from Victoria with free parking) Hybrid working - 3office days ESL connects the demand and supply of electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently. The company joins supply chains together in a simple and easy-to-deliver way. We operate globally offering fast deliveries and making things easy both for our customers and our suppliers, developing long-term relationships with them. ESL is headquartered in Manchester and operates with a strong international presence. It was founded by two female entrepreneurs 19 years ago (both are still in the business), and the company has 75 amazing people with brilliant skills. The Role - Customer Service This role is responsible for supporting the day-to-day coordination and engagement of the Customer Service team. The focus is on communication, team support, and operational follow-ups to ensure the smooth running of the department. Formal HR processes and complex people matters remain the responsibility of the Customer Service Manager. Key Responsibilities People Leadership and Management Conduct regular 1:1s focused on check-ins, support, and general development conversations. Support team engagement and maintain a positive team environment. Escalate any performance concerns or wellbeing issues to the Customer Service Manager. Team Support and Coordination Act as a key point of contact for the Customer Service team for day-to-day support. Support the coordination of daily workloads alongside Senior Customer Service Representatives. Ensure clear communication across the team and with wider departments. Follow up on outstanding actions, queries, and escalations. Training and Onboarding Support Support onboarding of new starters, ensuring training plans are followed. Assist in maintaining training documentation and process guides. Work with Senior Customer Service Representatives to ensure consistency in knowledge sharing. Documentation and Process Support Ensure key processes and updates are clearly documented. Support adherence to SOPs and highlight any gaps or inconsistencies. Assist with basic reporting and tracking of team activity where required. Absence and Cover Coordination Conduct return-to-work conversations. Support coordination of cover plans for absences. Ensure absence information is communicated appropriately. Collaboration and Communication Maintain clear communication with the Customer Service Manager on team updates and issues. Ensure consistent communication across the team and wider departments. Key Focus Areas 1:1s and team engagement Communication across the team and wider business Training coordination for new starters Follow-ups and accountability Documentation and process consistency Return-to-work conversations and absence coordination (The following responsibilities remain with the Customer Service Manager:) Disciplinary processes Formal performance management including PIPs Annual performance reviews with full ownership KPI setting on an annual basis Pay reviews and salary discussions Final hiring decisions Recruitment Agencies; The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV ‘sent in kind’ and as such The Pilot Group rejects all liability to pay any such fees for an unsolicited introduction. Recruitment Candidate Privacy Policy | The Pilot Group REED