Customer Service Team Leader
Location: Waltham Cross, Herts
Weekly Hours: 37.5 hours per week
Shift: Monday to Friday (with weekends on a rota basis)
Salary: £31,000
Reynolds Catering Supplies is one of the UK’s leading fresh fruit & vegetable suppliers to the foodservice industry and the only remaining national family-run greengrocer.
The Contact Centre Team Leader is responsible for guiding and supporting a team of customer service representatives to achieve performance excellence and deliver exceptional customer experiences. This role involves providing day-to-day coaching, monitoring team performance, and addressing operational challenges to meet service and compliance standards. As the first point of escalation, the Team Leader plays a vital role in resolving complex customer queries and driving process improvements to enhance overall efficiency.
What will I be doing?
Team Leadership and Motivation:
- Lead and inspire the team to deliver service excellence and achieve KPIs.
- Foster a positive and collaborative team culture to enhance engagement and productivity.
Coaching and Development:
- Provide ongoing coaching, mentoring, and constructive feedback to team members.
- Support team members in developing their skills and achieving their professional goals.
Performance Monitoring and Management:
- Monitor individual and team performance, identifying and addressing areas for improvement.
- Collaborate with the Contact Centre Supervisor to implement strategies for performance enhancement.
Compliance and Standards:
- Ensure team adherence to company policies, procedures, and regulatory standards.
- Promote a culture of accountability and ethical practices within the team.
Escalation Management:
- Act as the first point of escalation for complex customer queries and issues.
- Provide prompt and effective resolutions to maintain customer satisfaction.
Process Improvement:
- Contribute to the continuous improvement of contact centre processes and service delivery.
- Share insights and recommendations with supervisors and management to enhance operations.
What do I need to be considered for this role?
- Experience of working in a FMCG customer service setting would be advantageous.
- Attention to detail and excellent organisational skills.
- Excellent listening, questioning and feedback skills.
- A professional manner, with good verbal and written communication skills.
- Ability to prioritise, multi-task and meet deadlines.
Benefits:
- Annual pay reviews.
- 28 days annual leave inclusive of Bank Holidays, increasing with service to 33 days.
- Retail Discount membership.
- Health Care Cash Plan membership.
- Group Personal Pension Plan.
- Further company tailored benefits achieved through service and commitment.
This is a brief outline of the Customer Service Advisor role. For more information or to apply, please click on the link. We look forward to hearing from you!
Reynolds is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief.
