Customer Service Team Leader

Cromwell

  • Leicester
  • Permanent
  • Full-time
  • 20 days ago
No matter where you are in your career – or where you want to be – we’re here to create a great place to work where you can grow, perform and love what you do. At Cromwell, we’re all individuals, with unique backgrounds and personalities. But we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose of Keeping Industry Working.We are looking for a Customer Service Team Leader based in our Head Office in South Wigston. In this role you’ll lead a team of Advisors as well as provide leadership, support and ongoing coaching in delivering a best in class customer service to our customer base aligned to a dedicated region.You're responsible for ensuring high standards, on the rare occasions of dissatisfaction you'll use your experience and passion for customer experience to resolve. You'll also monitor resource levels, ensuring the Customer Service Manager is kept up to date.Employee engagement is a key part of our Team Leader role and is fundamental in our ethos of making Cromwell a 'great place to work'. It's your responsibility to drive this with your team, celebrating success.Alongside working with your teams to own their own performance, you support their personal growth and development, maximising learning opportunities, encouraging creation of IDPs, facilitating reviews during 1:1s.It's an exciting time to be join our team, as we continue to delight our customers with an increased NPS score that we are proud of, in addition to future planned innovation and continuous improvement, you'll relish being part of the journey we are on with our positive change agenda.Whats in it for you?
  • Competitive annual leave allowance with annual purchase scheme
  • Hybrid-working opportunities
  • Monthly-paid Customer Service bonus
  • Group Personal Pension
  • Company Funded Healthcare Cash Plan
  • Yearly company bonus
  • Cycle to work scheme
  • Commitment to employee development plans
  • 24/7 Wellbeing and Employee Support”
Other benefits include: Company Sick Pay, Company Maternity & Paternity Pay, Discount Benefits Platform and Discounted Cromwell Products.What are we looking for?
  • Previous leadership/supervisor experience
  • Proven experience of working in a contact centre or customer service environment with telephony service
  • Ability to lead and develop your team to success through effective coaching and performance management
  • Ability to identify challenges/problems and provide solutions for the benefit of the customer, and the team
  • Effective verbal and written communications
  • Strong stakeholder management and relationship building skills
  • Proven IT skills including MS Office suite and data analysis
About CromwellCromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades. We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.We're all individuals, yet we're very much one united team. We treat everyone fairly - regardless of gender, sexual orientation, background, age or disability - and give everyone opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it's about creating a culture where everyone is respected, empowered and able to realise their full potential.Cromwell is committed to being an Equal Opportunity Employer. We welcome applications from all suitably qualified candidates, regardless of their race, gender, disability, religion/belief, sexual orientation, or age. We are also committed to offering applicants from the armed forces community (current and past) an interview if they meet the minimum requirements for the role.Information for Recruitment AgenciesWe always prefer to recruit candidates direct to our business and first, and foremost believe in promoting talent from within whenever possible.We do not accept speculative approaches including CVs and candidate profiles sent direct to Managers, by receipt of any such email or correspondence, we do not agree to terms and conditions. Any speculative CVs will be considered our own and we will not pay any agency fees.We have a PSL and those on this will have access to our portal to accept CVs. Should you want to be considered for our PSL, please email

Cromwell