We are currently recruiting for a Team Leader to join our clients Central Sales Office. This key role is responsible for managing workflow related to all new build processing, administration, and communications. You will ensure tasks are completed to the highest standard, within agreed timescales, and in alignment with departmental KPIs.
Key Responsibilities
1. Ensure all organisational policies are adhered to
2. Complete all customer-related tasks within agreed deadlines
3. Maintain efficient and effective work practices
4. Communicate clearly and professionally with customers and Key Account Managers
5. Produce accurate weekly and monthly reports
6. Implement and manage KPI performance
7. Oversee and coordinate workflow for the CSO team
Day-to-Day Duties
8. Coordinate tasks for New Build Sites across designated accounts
9. Build and maintain strong relationships with branch personnel, site managers, and procurement teams
10. Liaise with Key Account Managers, Estimating and Technical departments, and all relevant internal stakeholders
11. Handle all administrative duties, including processing call-offs, raising quotations, and responding to enquiries via phone and email
12. Manage and resolve customer queries within agreed timescales
13. Proactively support service delivery for all customer accounts
14. Notify customers of any potential service delays or product shortages
15. Organise team cover for planned and unplanned absences
16. Contribute to continuous improvement initiatives, including systems and procedures
17. Provide accurate reporting to customers (including site management) as required
18. Maintain processing levels in line with team capacity
19. Regularly review CSO processes to identify and recommend efficiency improvements
20. Liaise with branches to confirm stock availability and delivery timelines
21. Manage House Builder Bundles within the internal system
22. Oversee all shared inboxes to ensure timely responses
Performance Measures
23. Attendance and time management
24. Volume of daily/weekly orders processed
25. Accuracy and quality of order input (e.g., avoidance of duplication, errors, or incorrect details)
26. Delivery performance tracking (e.g., missed timescales or product shortages)
27. Monitoring and reduction of credit requests linked to order errors or delays
28. Customer satisfaction and issue resolution
Essential Personal Attributes
29. Excellent telephone and communication manner
30. Highly organised and detail-oriented
31. Proactive and capable of working on own initiative
32. Positive, professional attitude
33. Results-driven approach to workload
Skills, Experience, and Qualifications
34. Strong numeracy and Excel reporting skills
35. Effective communicator with internal and external stakeholders
36. Ability to manage and balance team workload effectively
37. Calm and composed under pressure
38. Experience in team leadership or people management
39. Confident in hosting and participating in virtual meeting
This is an onsite role, no Hybrid - Working full time Monday - Friday