Location: On site / Poole, UK
Job type: Permanent / Full-time
Sector and subsector: Commercial & Marketing | Retail
Annual Salary range: from £ 35,000.00 to £ 36,000.00
About the job
We’re looking for an experienced Customer Services Team Leader to join our office-based Customer Service team.
Responsibilities
* Oversee the Sales Shared Services Customer Experience Associates and ensure customers receive exceptional service on the phone and via email.
* Handle telephone calls:
o Knowledge: different styles of telephone communication, documentation of calls, telephone account management, dealing with customer queries.
o Skills: adopt appropriate approach, maintain a needs‑satisfaction approach, provide timely responses, be proactive to maximise sales, select appropriate language style, log/update call details and progress.
* Handle emails:
o Knowledge: different styles of email communication, documentation of emails, dealing with customer queries, quotes and quote follow‑ups.
o Skills: adopt appropriate approach to email enquiries, provide timely responses, select appropriate language style.
* Process orders received via web, email and customer portal (Ctrl Cloud):
o Knowledge: operation of relevant software and channels for incoming order processing.
o Skills: enter data and process orders through Company ERP, Ctrl Cloud and other web‑based channels using a high level of keyboard skills.
* Record all order processing and sales order queries on Company CRM:
o Knowledge: familiarity with the Company CRM and utilisation to record all order processing information.
o Skills: record sales order processing information on the Company CRM using high level software and IT skills.
* Project management:
o Knowledge: understanding of time scales, project criticality, business processes and workflows/approval processes.
o Skills: proactively manage expectations, manage multiple team members, ensure accountability, establish clear communication lines, deliver projects on time according to business requirements.
* Setting up of new logos:
o Knowledge: information needed for logo set‑up, following up for prompt sign‑off, working with suppliers, customers and colleagues.
o Skills: correct use of logo set‑up systems (OGL Profit Plus, Sugar CRM and Excel) and approval processes to keep all systems up to date.
* Create and import kitted codes:
o Knowledge: information needed, forms utilised by Sales & Customer Services, understanding of Excel.
o Skills: excellent Excel skills and high accuracy to ensure correct code set‑up.
* Consignments:
o Knowledge: how consignments work, information needed for set‑up, amendments or closures, follow‑up for prompt sign‑off.
o Skills: correct use of computer systems, Excel, PDF and Smartsheet skills to keep documentation accurate and systems clear.
o Knowledge: use of OGL Profit Plus, Excel and Word for accurate commercial invoices.
o Skills: use of systems to produce accurate invoices and record all information in the Company’s CRM.
* Key performance indicators (KPIs):
o Customer Experience Associates team OTTC of 90 %.
o All customer emails received before 4 pm responded to the same day.
o All phone calls answered within 3 rings.
o Internal projects completed to a high standard and within agreed timeframe, recorded on the Company’s CRM where possible.
o All tasks documented in CRM for On‑Time Task and Case Completion measurement.
o On‑Time Task Completion of 90 %.
o Take 20 % of all calls into the central Customer services line.
o Orders processed by agreed cut‑off times.
What’s in it for you
* Modern open plan office
* Monthly profit share bonus scheme
* Perks at Work scheme
* Free lunch every Friday
* Charity dress down day every Friday
* Cycle to Work scheme
* Complementary Birthday vouchers
* Subsidised workplace massage
* Employee assistance programme (EAP)
* Company social and corporate events
Who we are
We’re a fast-paced, forward-thinking global solutions provider who is redefining operational excellence for businesses. We’re famous for our fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever-changing world.
Where you work
Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.
Who you are
You’re someone who genuinely cares about delivering a great experience every time a customer picks up the phone or sends an email. You’re organised, proactive, and calm under pressure, able to juggle multiple priorities while keeping accuracy and attention to detail front and centre. You know how to adapt your communication style to suit different customers and situations, building positive relationships and trust effortlessly. You’re a natural problem‑solver who doesn’t wait to be asked, you spot opportunities to improve processes, support your team, and keep everything moving forward. Comfortable working with systems, data, and deadlines, you take pride in getting things right the first time while motivating others to do the same. Above all, you’re a team player and a leader who brings energy, accountability, and a strong sense of ownership to everything you do.
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