My Sittingboure based client has a fantastic opportunity for an experience Customer Care Team Leader to join their Customer Care Team. This is a fully office based position.
Hours: 8:00 AM – 5:00 PM (Friday finish at 4:00 PM) 45 min lunch
Key Responsibilities:
- Serve as a primary point of contact for all post-sales customer inquiries, supporting both National and Independent clients.
- Take full ownership of customer care escalations, ensuring swift, effective resolutions with clear, timely communication throughout.
- Respond promptly to VIP and Flagship customer queries, coordinating internal actions to ensure high service standards are consistently met.
- Ensure the Customer Care team adheres to service-level agreements (SLAs); actively monitor and resolve any tickets at risk of breaching SLAs, with a focus on first contact resolution.
- Support fellow team leaders and managers in driving team and departmental performance.
- Collaborate with Key Account Managers (KAMs) and internal departments such as Transport, Quality Control, Credit Control, Online, and Operations to foster continuous improvement and deliver customer satisfaction.
- Monitor the service experience of key clients, identifying trends and implementing improvements to enhance the overall customer journey.
- Build and maintain strong, long-term relationships with customers, becoming a trusted advocate and partner.
- Provide operational support to the wider Customer Service team, including onboarding and training new staff, acting as the first escalation point for complex issues, and assisting in day-to-day challenges.
- Share knowledge, best practices, and system expertise to upskill team members and drive performance improvements.
- Contribute to weekly Corrective and Preventive Actions (CAPA) meetings by reviewing Customer Care tickets/orders, investigating complaints, and ensuring timely, effective resolutions.
- Identify and recommend opportunities to enhance operational processes in collaboration with key internal stakeholders.
- Support the team during high-demand periods by managing tickets and taking customer calls to ensure SLA commitments are maintained.
- Act as deputy for one of our largest national accounts, overseeing processing and aftercare in the absence of the dedicated agent, and championing all aspects related to this account.
- Support the Senior Customer Care Manager and the Head of Department in any areas needed.
- Proactive in first-time resolution
Ideal Candidate Profile:
- Currently working as a Customer Service Supervisor or Team Leader, with proven experience in B2B customer service, ideally within a trade or wholesale environment. B2C experience is also highly valued.
- Skilled in using CRM platforms such as Salesforce, Zendesk, HubSpot, or Freshdesk.
- Familiarity with Microsoft Dynamics NAV and Power BI is a strong advantage.
- Demonstrates leading by example—motivating and inspiring team members through action and integrity.
- Proactive and customer-focused, with a strong ability to troubleshoot, resolve problems, and drive positive outcomes.
- Comfortable giving and receiving feedback in a constructive and development-oriented manner.
- Highly organized and detail-oriented, with a consistent commitment to professionalism and service excellence.
- Confident and calm when handling escalations and customer complaints.
- Positive, collaborative, and always willing to step in to support colleagues and team goals.
- Solid, hands-on experience working within a Customer Care environment.
- Strong communication and interpersonal skills, with proven ability to manage both customer and internal stakeholder relationships effectively.