Customer Service Team Leader – Harrogate - £45k - £55k + excellent benefits
Our client is a well-established company based near Harrogate; due to continued growth and expansion they are looking for a Customer Service Team Leader to join their team.
The Customer Service Team Leader’s role is to ensure that every customer receives a 100% flawless customer experience, with no customer lost due to poor service. Success is measured through performance, fast and accurate communication, proactive issue resolution, and consistently positive customer feedback.
You will lead a small but high-performing team. This is a hands-on leadership role performing the same customer service tasks as the team while setting high standards for communication, efficiency, and customer care.
Main Duties and Responsibilities:
* Provide direction, set standards, manage workloads, maintain morale, and ensure effective delegation using remote staff and AI tools to maximise efficiency.
* Handle enquiries, orders, communications, returns, pricing queries, product alternatives, collaborating with Purchasing on stockouts and despatch on any special delivery requests.
* Ensure all issues are logged on CRM and resolved promptly, monitor trends, and improve processes.
* Lead daily team huddle to balance workload and ensure full engagement. Produce weekly reports on performance, response times, customer satisfaction, and team efficiency.
* Ensure emails and Sales Orders responded to within 2 hours.
* Ensure all new enquiries responded to within 1 hour.
* Customers proactively updated by phone and placement for any stock issues or queries regarding delivery lead times or part shipping etc.
* Positive customer attitude and strong team morale.
* Cost-efficient delegation using remote labour and AI tools.
Keywords – Customer Service, Customer Service Manager, Customer Service Team Leader, sales orders, Team Leader, customer experience, stock, On Time In Full, OTIF, enquiries, customers, orders, communications, returns, pricing queries, product alternatives, sales orders, Harrogate