We are looking for an experienced Customer Service Lead to oversee daily operations, handle escalated issues, and ensure a smooth customer experience.
What you’ll do
* Lead and support the customer service team in managing daily inquiries, complaints, and service requests.
* Act as the first point of contact for escalated customer issues and ensure prompt resolution.
* Develop and implement processes to improve customer service efficiency and satisfaction.
* Monitor customer interactions, ensuring high-quality service and compliance with company standards.
* Work closely with production, logistics, and sales teams to address customer concerns effectively.
* Train and mentor customer service representatives to enhance their problem-solving and communication skills.
* Analyze customer feedback, identify trends, and provide recommendations for service improvements.
* Maintain accurate records of customer interactions and resolutions for reporting and analysis.
* Assist in setting team goals and performance metrics, ensuring continuous improvement.
What you bring
* Proven experience in a senior customer service role, preferably in a manufacturing or industrial environment.
* Strong leadership skills with experience managing or mentoring a customer service team.
* Excellent problem-solving abilities with a proactive and customer-focused approach.
* Ability to handle difficult conversations and resolve issues effectively.
* Strong communication and interpersonal skills to liaise with customers and internal teams.
* Experience working with CRM systems and customer service software.
* Ability to analyse data and customer trends to improve processes.
* Strong organisational and multitasking skills in a fast-paced environment.
* Ability to work well under pressure and have attention to detail.
Why Join Us?
* Opportunity to work in a dynamic and growing manufacturing business.
* Supportive team culture with career growth opportunities.
* A chance to make a real impact by improving customer experience and service standards.
Benefits
* Companywide bonus scheme
* 25 days annual leave
* Service and recognition awards.
* Training and development opportunities
* Company Pension
* Life Assurance 4x salary
* Discounted Gym Membership
* Enhanced family friendly policies
* Free annual flu vaccination vouchers
* Employee assistance program which includes a 24/7 virtual GP service
* Cash health plan.
* Free home cyber security training
* Cycle to work scheme.
* Free onsite parking
37 hours a week, Monday to Thursday 8.30am – 4.30pm and Friday 8.30am – 4pm at our West Bromwich site.
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