Full time onsite – Monday to Friday
Salary: £32,000 - £34,000
CCP are delighted to be supporting a premium homeware brand with the appointment of a resilient Customer Service Team Leader to join their Exeter based contact centre team. You will oversee daily operations across both B2B and B2C channels, leading, developing and mentoring a team of Customer Service Advisors. You will work closely with colleagues to ensure all interactions reflect company values and commitment to high level service.
This is an onsite role working Monday to Friday, 9am - 5:30pm. There is ample parking on site and easily accessible on public transport.
Customer Service Team Leader - Key Responsibilities (not limited to):
Lead, coach, and develop a motivated customer services team to ensure strong performance against KPI's.
Support wellbeing and performance within your team, fostering continuous improvement within the contact centre.
Monitor service levels, ensuring KPIs and service levels are consistently met across customer requests, orders, sampling, etc.
Track and report on response times, accuracy, delivery timelines and satisfaction.
Escalate gaps or risks in service and coordinate rational solutions.
Handle escalated customer queries, balancing B2B and B2C needs.
Oversee sampling, displays and bespoke order requests.
Contribute to continuous improvement projects to enhance the customer journey, including system upgrades (ERP, CRM, telephony, Omni channel platforms).
Partner with Sales, Marketing, Purchasing and Production on operational updates and improved processes.
Adhere to Staff Management and Health & Safey policies.
Customer Service Team Leader - Core Competencies:
Supervisory experience in a service lead contact centre-based environment.
Strong understanding of B2B and B2C service environments.
Excellent interpersonal and people management skills.
Can manage priorities under pressure.
Familiar with CRM/service platforms and KPI reporting.
Demonstrate excellent organisational skills and high attention to detail.
Exhibit a proactive and problem-solving approach.
Benefits:
Company pension plan
Ongoing training and development
Recognition for long service
Employee discounts
Death in service
Medicash Healthcare Cashplan (various discounts)
Apply today if you meet all the above requirements and would like to be considered for this exciting opportunity as a Customer Service Team Leader. For more information, please contact Tim Campion on 020 8989 7779 (Monday to Thursday 9am - 5:30pm, Friday 9am - 4:30pm) or. CCP has passionately supported candidates with 'customer contact' job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they're looking for talented, culturally aligned people to join their business. CCP are proud to support many of the world's best brands, helping them source talent, embrace diversity and build inclusive workplaces.
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