CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our .
Job Description
Key Responsibilities May Include:
1. Oversee the management of a customer portfolio, ensuring regular communication and high levels of service to achieve customer satisfaction targets such as Net Promoter Scores (NPS).
2. Lead, coach, and develop a team of Customer Service Executives, ensuring effective management of customer inquiries, billing concerns, and account health, while monitoring key performance indicators such as Flow-Through Ratio and Cycle Time.
3. Collaborate with the team to resolve complex customer issues, including product quality concerns, escalations, and competitive threats, ensuring swift resolution and maintaining customer trust.
4. Implement and monitor service improvement initiatives aligned with both customer needs and business objectives, driving continuous process optimization to enhance operational efficiency.
5. Act as the point of escalation for high-level customer challenges, including contract negotiations, tenders, and audit management, ensuring prompt and satisfactory resolution.
6. Build and maintain strong relationships with both internal and external stakeholders, collaborating with cross-functional teams (e.g., Field Account Managers, Finance, Operations) to deliver seamless customer service.
7. Foster team engagement and performance through strong leadership, regular feedback, and opportunities for professional growth, ensuring that team objectives are met and contribute to overall business success.
Customer ServiceTeam Leader
Based in Manchester, Trafford Park – Hybrid (3days office /2days home)
12 Month Fixed Term Contract
As a Customer ServiceTeam Leader, youwill be managing a team of talented individualswho are the voice of CHEP. You get excited by leading, coaching and developing a diverse team of Customer Service Executives to ensure we are delivering an exceptional customer experience.
Your team are the first point of contact for all CHEP customer enquiries and complaints, and are very successful indoing so. You will be proud of your new team and excited to see them grow with the business knowing you played a key role in their development!
As our next Customer ServiceTeam Leader, youwill play a pivotal role in helping us to continue being thesmart choice for our customers by identifying and implementing improved ways of working,andconstantly striving to exceed our customers’ needs and expectations.
We genuinely care about people, they are our No.1priority. We arean award winning,market leader and one of the worlds mostsustainablelogisticsorganisations. Our culture and people drive this.
Do you offer...?
8. At least two years customer service experience
9. At least two years people management experience
10. Available immediately
The Perks...
11. Certified Top 17Global Employers
12. Excellent career progression
13. Annual bonus (typically10%) based on company and individual performance
14. Company laptop
15. Flexibleand hybridworking
16. Prime location with excellent transport links
17. 25 days holiday, plus statutory holidays and the option to buy and sell 5 additional days leaveeach year
18. Private Medical Insurance
19. Generous Share Scheme
20. Volunteer days
21. Up to 7.5% company pension
22. Life assurance
23. Employee AssistanceProgramme
24. Numerous retail discounts
Interested...?
Apply by submitting an up-to-date CV tailored to this opportunity. We look forward to hearing from you!
Remote Type
Hybrid Remote
Skills to succeed in the role
Account Management, Account Management, Adaptability, Cross-Functional Work, Customer Engagement, Customer Experience Management, Customer Satisfaction, Customer-Support, Data-Driven Decision Making, Digital Literacy, Emotional Intelligence, Feedback, Inclusive Leadership, Innovation, Inspiring Others, Issue Management, Learn From Mistakes, Logistics Management, Mentorship, Motivating Teams, Order Fulfillment, Prioritization, Process Improvements, Sales Coordination, Stakeholder Engagement {+ 1 more}
We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.