Role: Customer Service Lead
Location: Durham, DH1 2YN
Hours: Full-Time / Permanent
Salary: £30,000
Company: Cooplands Bakery
About the Role
We're looking for an experienced Customer Service Lead to join our team. You'll oversee a team of Customer Service Advisors across both our Durham and Scarborough sites, who handle calls, emails, and messages from both external customers and internal teams. As the Lead, you'll ensure smooth operations, provide guidance to your team, and work collaboratively with the retail team, support teams, and key stakeholders to deliver exceptional service.
Key Responsibilities
* Lead and support a team of Customer Service Advisors
* Oversee day-to-day operations across multiple communication channels.
* Collaborate with retail teams, internal departments, and stakeholders to improve processes and service delivery.
* Monitor team performance and provide coaching and development opportunities.
* Operate incoming phone lines to support the team during busy periods
* Handle escalated queries and ensure customer satisfaction.
* Provide regular reporting to key stakeholders
* Identify trends and recommend solutions to improve processes and customer experience
What We're Looking For
* Previous experience in a customer service leadership or supervisory role.
* Ability to travel between both sites where required
* Highly organized with a focus on delivering excellent service
* Strong communication and problem-solving skills.
* Ability to work collaboratively across teams and build positive relationships.
* Knowledge of Zendesk or similar customer service platforms (desirable but not essential).
What's in it for me?
To show our appreciation for your hard work, we have a range of benefits you can take advantage of
* 25% Cooplands Staff Discount
* 28 Days Annual Leave (including bank holidays and rising up to 33 days with long service)
* Pension Scheme
* Progression & career opportunities
* Recognition rewards
* Discretionary Sickness pay
* Access to Employee Assistance Programme
Apply today to start your fantastic career as our Cooplands Customer Service Lead
INDCOOP
Job Types: Full-time, Permanent
Pay: £30,000.00 per year
Benefits:
* Company pension
* Employee discount
* Free parking
* On-site parking
Work Location: In person