Job Title: Customer Service Team Leader
Job Location: Chepstow, Newhouse Farm Industrial Estate, NP16 6UD
Salary: £32,000 based on working 39.5 hours per week. The core working hours are between 8am and 5pm, with a 4pm on Fridays.
Contract Type: Permanent
In any company, customers must be looked after. It's a fact. Our customers are no different. As our Customer Service Team Leader, you'll be responsible for making sure this happens. Your team leading experience will help make sure our four customer service administrators have the support they need to look after our customers well.
As it's a small team, you'll have a good variety of operational and hands on work, looking after your own set of customers, as well as managing the team offering them support.
Your team create orders on SAP, and liaise closely with our team in the warehouse and factory, to ensure our customers are getting their orders as quickly, and efficiently as possible. You'll be the expert on all things customers within the business, knowing what our customers need and want, and being best placed to deal with complaints when they arise.
A day in the life of a Customer Service Team Leader will involve:
* Team Leading – You'll oversee and coordinate the activities of the customer service team, providing training, coaching and guidance where needed. As the team leader, you'll lead by example and take ownership of the customer service experience.
* Customer Relationship Management – You'll work closely with our Key Account Manager and Area Sales Manager to support our customers and any questions or queries that may come up. You'll help onboard new clients, and raise orders where required, offering services that may be suitable for the customers we look after.
* Service Support and Issue Resolution – As the Team Leader, you'll resolve customer complaints and issues, and be the point of contact for escalations for the rest of the team. You'll need to work closely with team members across the business to find resolutions to our customer queries.
* Communication and Reporting – You need to be able to keep our customers up to date with what they need to know. You'll also need to create reports for the management team focusing on order information and productivity within the team.
To be a successful Customer Service Team Leader, you'll need:
* Experience leading teams in customer service client facing roles, ideally within manufacturing.
* Experience working with stakeholders across departments and building strong relationships with those you work with.
* The ability and confidence to problem solve, and deal with difficult conversations when they arise.
* Experience using SAP, and Excel.
In return for your commitment and expertise, you'll get:
* Holidays – You'll get 33 days annual leave (including bank holidays) which increases to 38 days with length of service.
* Your birthday off – On top of your annual leave allowance, you'll also get your birthday off – Paid If it lands on a weekend, you can take it the day before or after
* Pension scheme– Our pension scheme is based on employees paying in 5%, we add 3%.
* Learning & Development Opportunities – We provide comprehensive learning opportunities for staff to develop themselves.
* Wellbeing Support – Staff wellbeing is always priority. You'll have access to mental health and wellbeing support through our "Employee Assistance Programme"
* Flu Jab – Nobody likes being ill, especially in winter months. That's why we offer a flu jab to all our team members.
* A discretionary profit related bonus scheme – When we make profit, so do you We have a profit related pay scheme to reward you when we all do well.
Once you've pass your probation you'll also get:
* Cycle2Work -The cycle to work scheme enables you to buy a bicycle at a reduced rate.
* Access to Medicash – We have a cash health plan with medicash to help with medical expenses.
* Discounted Gym Memberships – Medicash also provides discounts to Gyms as part of their offering.
At ALUK, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.
Job Types: Full-time, Permanent
Pay: £32,000.00 per year
Work Location: In person