Overview
Alsico is seeking a driven and people-focused Sales & Service Team Leader to supervise our internal Industrial Team. You will be responsible for leading a team of sales support advisors, overseeing daily operations, maintaining SLA standards, and ensuring the accurate and timely processing of orders, pricing, and supply chain communications. This is a hands-on role requiring excellent leadership, organisation, and commercial awareness.
Key Responsibilities
* Lead a team of sales support advisors, providing coaching, training, mentoring, and performance management.
* Oversee day-to-day workflow, including task allocation, prioritisation, and monitoring team workloads to ensure SLA compliance.
* Oversee weekly backorder management, ensuring timely follow-ups, customer updates, and coordination with relevant departments to resolve outstanding issues.
* Working closely with the Commercial Team to ensure the best level of service and support is provided to meet their needs and those of the customer.
* Ensure accurate and timely pricing validation to ensure quotations are completed accurately and promptly.
* Monitor team KPIs and SLAs, producing regular reports on service levels, turnaround times, and quality metrics.
* Conduct daily stand-ups, weekly team performance reviews, and 1-to-1s to drive engagement and accountability.
* Liaise with supply chain, logistics, and production teams to resolve delivery or inventory issues.
* Serve as escalation point for complex or high-profile customer issues, driving timely and effective resolution.
* Form part of the CRM implementation team, maintain and utilise the CRM system for order tracking, customer profiles, and service case management.
* Collaborate with Sales and Operations to ensure an aligned, end-to-end customer service experience.
* Develop voice of the customer reviews in partnership with Sales and Operations, analysing customer feedback, identifying service gaps, and driving continuous improvement initiatives.
* Foster a positive team culture based on collaboration, development, and continuous improvement.
Requirements
* Proven experience in leading sales and service operatives, ideally in similar industry.
* Strong people leadership skills including coaching, objective setting, and performance tracking.
* Demonstrated ability in task/workflow distribution and real-time workload balancing.
* Experienced in SLA monitoring and service reporting to senior stakeholders.
* Skilled in CRM systems, pricing models, and supply chain coordination.
* Commercially aware and solutions-oriented.
* Strong communicator with a passion for excellent customer service.
Key Competencies:
* Analytical Thinking: Ability to analyse complex data and identify trends and opportunities for improvement.
* Attention to Detail: Ensures that all elements of supply chain projects are well-coordinated and aligned.
* Collaboration: Ability to work effectively with cross-functional teams and build strong relationships.
* Adaptability: Comfortable working in a fast-paced environment with changing priorities.
Job Type: Full-time
Pay: Up to £35,000.00 per year
Benefits:
* Canteen
* Company events
* Cycle to work scheme
* Free parking
* Life insurance
Application question(s):
* Do you have a proven track record in SLA/KPI monitoring and reporting (eg service levels, query resolution time, back order management)
* Do you have experience in task/workload allocation and hands on experience with CRM systems?
Experience:
* Leading a customer service/contact centre team: 3 years (required)
Work Location: In person