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Customer Service Team Lead, Buckinghamshire
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Client:
CPI Selection
Location:
Buckinghamshire, United Kingdom
Job Category:
Customer Service
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EU work permit required:
Yes
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Job Reference:
c67848252397
Job Views:
11
Posted:
28.04.2025
Expiry Date:
12.06.2025
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Job Description:
I’m looking for a Customer Services Team Lead for a leading global manufacturing company within the healthcare sector, which has been supplying the industry with leading-edge technology for over 100 years. Headquartered in the UK, my client is a FTSE 100 company with nearly 50 businesses across 24 countries.
This role reports to the Head of Sales Operations and combines leadership with senior customer account management, focusing on process and communication improvements. It provides an excellent opportunity to develop leadership and professional skills while making tangible business improvements in the following areas:
* Provide leadership, mentorship, and coaching to customer service representatives, working with the Head of Sales Operations to set clear performance, behavior, and customer service standards.
* Support the Head of Sales Operations in identifying training needs and executing key business improvement initiatives.
* Develop, analyze, and track key performance indicators such as on-time delivery, customer satisfaction, response times, and resolution rates.
* Encourage team participation in continuous improvement activities through suggestions and project execution.
* Conduct regular performance reviews, identify areas for improvement, and support skill development through training and coaching.
* Handle escalated customer inquiries or issues requiring advanced problem-solving and decision-making.
* Collaborate with team members to resolve complex customer concerns promptly and effectively.
* Identify opportunities to enhance operational efficiency and customer satisfaction within the department.
* Work with cross-functional teams to implement process improvements and streamline workflows.
* Act as a customer service representative for key accounts, managing quotes, orders, shipments, and other customer needs.
* Develop relationships and support the Sales Team in inquiries and query resolution.
The position is office-based in Windsor.
The ideal candidate will have proven experience in a customer service role with a strong focus on process improvement and communication development. Leadership experience is desirable, but training will be provided. Knowledge of international shipping standards and requirements would be advantageous.
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