Customer Service Team Leader

Job Description

This is an exciting opportunity for someone ready to take the next step into a Leadership role. You’ll lead a small, friendly team of 3 Customer Service Advisors, supporting them day to day to deliver excellent service to our customers.

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Whether you’ve already held a Team Leader role or have been stepping up with team leader responsibilities in your current position, this role offers the chance to build your skills with the full support of our Customer Service Manager.

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Working hours for the Customer Service Team Leader role will be 42.5 hours per week between 08:00 and 17:00 (will include weekend working on a rota basis).

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You will be working on a full time, permanent basis and in return will receive a competitive salary of £30,900 per annum!

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To be successful in this role you will need to be confident, organised and customer focused. You will need to be comfortable making decisions, prioritising busy workloads, and stepping in when a customer situation needs additional support.

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What you will be doing:

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• Lead the team’s day-to-day workload, capability and performance, with support from the Customer Service Manager.
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• Make sure company policies and customer service standards are followed consistently.
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• Take ownership of issues, using initiative to find prompt and practical solutions.
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• Produce weekly KPI information and complete call-scoring audits, highlighting development opportunities or concerns.
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• Process customer orders accurately and on time by telephone and email.
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• Handle incoming calls, enquiries, concerns and customer correspondence professionally.
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• Maintain accurate customer accounts, administration and order records.
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• Review error reports, check the accuracy of team order entry and contribute to end-of-shift handovers.
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• Build positive relationships with potential and existing customers by telephone and email.
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What skills and experience you will need:

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• Excellent verbal and written communication skills, with fluency in spoken and written English.
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• The confidence and ability to lead, delegate and share knowledge with others.
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• A proactive, self-motivated approach and the confidence to use your initiative.
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• Strong attention to detail and a commitment to accuracy.
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• Good computer skills and confidence completing administrative tasks.
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• A trustworthy, helpful and collaborative approach to teamwork.
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• Knowledge and experience of using Microsoft Office, Outlook & Excel
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A little bit about us:

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Watts Farms Catering Limited is a third-generation family-run food service and wholesale business supplying fresh produce, dairy, frozen, ambient, and grocery items to the hospitality sector, fine-dining restaurants, hotels, and public services across London, Kent, and the Home Counties.

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We pride ourself on quality!

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What we can offer you…

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• 31 days holiday (including bank holidays)
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• Payment reward for Friend Referrals
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• 20% staff discount on our online shop
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• Long Service Awards
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• Development & Training opportunities
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• Onsite staff canteen area offering refreshments
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If you have the requirements listed to become our Customer Service Team Leader, please click ‘apply’ today. We’d love to hear from you!

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We are an equal opportunity employer. All applicants will be considered for employment.

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Please note: Employment checks will include Drugs & Alcohol test