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Job Role: Customer Service Team Leader
Location: Nottingham
Salary: £34,000
Type: Permanent

Overview of the Customer Service Team Leader
2fawcett are recruiting for a Customer Service Team Leader for a business in Nottingham. The purpose of this exciting role is to manage the activities of the Order Fulfilment team to ensure the sales order book conversion is maximised, while consistently achieving departmental and company KPIs. You will supervise, coach and mentor members of your team and develop strong relationships with key stake holders. Within the team and cross functionally, you will lead and develop continuous improvement initiatives to enhance the customer experience and sales order book conversion, as well as establishing internal and external Service Level Agreements and appropriate performance metrics. Actively participates in projects and working parties, or to carry out any other duties that may be outside the standard remit, that will benefit the individual, the Department, or the Company as a whole.

Roles and responsibilities for the Customer Service Team Leader

  • Order Book Management: Work with all internal (planning, customer service, warehouses etc.) and external stakeholders to ensure the order book conversion is maximised and that orders are shipped and invoiced as soon as possible within the correct timeframes. Any delays to this are to be communicated to the appropriate teams.
  • Track incoming supply against sales order requirements to ensure on time delivery/up to date information on potential delays/pull forwards.
  • Track order fulfilment against customer priorities to ensure orders are fulfilled as expected.
  • Work closely to monitor key customer events and ensure product is there on time.
  • Support the Order Fulfilment Team with their daily tasks
  • Stakeholder Relationship Management: Actively develop good working relationships with Key contacts to ensure positive ongoing partnerships
  • All Aspects of Staff Management: Day to day operational management of the Order Fulfilment Team to ensure the Customer Experience is of the best standard possible. Ensure ongoing high morale, engagement, and commitment within the team
  • Reporting: Compiles, collates and reviews a wide range of reports and feedback on a regular basis and uses this information as the basis for strategic review of both current statuses and long-term improvement
  • Continuous Improvement: Work cross functionally, both internally and externally, to identify opportunities that will improve the Order book conversion and lead to gains in efficiency and effectiveness.

Requirements for the Customer Service Team Leader

  • Literate in English and fluent/native in at least one other European language
  • Excellent verbal and written communication skills
  • Proficient in Microsoft Applications – Advanced in Microsoft Excel, report creation and analysis
  • Ability to multi-task in a fast-paced environment
  • Excellent problem-solving abilities
  • Able to direct and motivate a team
  • Strong influencing and negotiating skills
  • Training, coaching, influencing & people development skills
  • Educated to a good standard of numeracy & literacy
  • Ability to prioritise day to day workload
  • Assign and oversee daily Order Fulfilment Team activities and projects
  • Oversee the training of all new hires within the Order Fulfilment Team
  • Manage internal queries, issues or escalations with tact, empathy and professionalism
  • Develop/implement metrics to ensure the Order Fulfilment Team is efficient and responsive
  • Ability to appraise Order Fulfilment Team and implement and manage Customer Service staff performance plans
  • Ability to read and interpret documents such as training documents and procedure manuals
  • Ability to communicate effectively and clearly with all parties including customers and colleagues
  • Ability to highlight issues and suggest solutions or options
  • Ability to implement, document and review harmonised processes
  • Available to travel nationally and internationally

Qualifications and Experience:

  • Previous experience in hands on management of a team
  • Degree or equivalent training from a college or technical school; or previous related experience and/or training; or equivalent combination of education and experience.
  • Experience working effectively in complex global organizations, satisfying the needs of diverse constituents, and often working under the pressure of competing and sometimes conflicting priorities
  • Experience working in the Retail (or very similar) industry
  • Experience in developing a team
  • Experience of managing and delivering to SLAs

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