Customer Service Team Leader

 

Main characteristics

Location

North Watford, Hertfordshire

Company

Vegetarian Express Ltd

Employment type

Permanent

Category

Customer Services

Job summary

Job Title: Customer Service Team Leader

Location: Office based at our site in Watford, WD24 7RY

Salary: Competitive DOE

Hours of work: Core hours of work for our business are Monday to Friday 08:30-17:00 (40 hours) however we do have various working patterns around these core hours too so may require flexibility on occasion.

Who are we?

Vegetarian Express specialise in delivering plant-based ingredients, ideas and inspiration to chefs across the UK for eating out of home. With the astronomical rise in popularity of plant-based, vegan, vegetarian and flexitarian diets, Vegetarian Express are uniquely placed in Foodservice to meet with this demand, and as such are rapidly growing and expanding.

Nationally they supply more than 4,000 skilled chefs from customers such as Compass, Baxterstorey and CH&Co, as well as a ton of Independent operators. Vegetarian Express work with customers to create plant-based menus that are enticing, better for consumers health, the planet and commercially for businesses.

Vegetarian Express are proud to be a certified B Corporation. This means they are part of a growing number of progressive businesses around the world that truly believe in the power of business to do good things and, more importantly, are doing something about it.

Main purpose of the role:

We have an exciting opportunity to join our Customer Service team as a Customer Service Team Leader. We are looking for a strong team player who can lead and motivate a growing team of Customer Service Advisors and Customer Support Administrators to deliver exceptional customer service. This role will entail ongoing reviews of processes, platforms and performance. You will be a key figure in championing business improvement to drive our growth plans for 2023 and beyond.

Key job responsibilities:

Work closely with our Customer Service team; providing motivation, mentoring, coaching and day-to-day support
Conduct regular one to one's and regular reviews, including annual appraisals
Conduct training needs analysis for the team and devise development plans
Create and maintain induction and ongoing training documentation
Lead training, coaching, feedback sessions or meetings
Ensure fair and consistent application of performance management
Monitor individual, team and call centre results to identify and act on positive and negative performance trends
Collaborate with management and other departments to identify and implement positive changes and increase efficiency
Review processes, data and reports to monitor and improve customer experience
Address and resolve escalated customer complaints
Master more specialist activities including supporting our E-Commerce and Web Portal platforms, running reports and investigating age debt with our Finance department
Assist Sales & CS Centre Manager to identify areas of improvement
Any other duties as required
Have fun and enjoy coming to workWhat do you need?

Proven experience of managing teams in a contact centre, operational or client facing environment
Previous performance management experience
Previous experience within an omni-channel environment
Ability to deal with difficult situations or points of conflict
Strong knowledge of MS Office
Effective resource planning
Critical thinking skills; ability to evaluate situations and provide solutions or an alternative approach
Monitoring and Assessment; ability to identify areas of improvement and support via feedback and coaching
Approachable and Collaborative; ability to motivate and empower the team to deliver great Customer Service
Strong written and verbal communicationWhat will differentiate you?

Previous recruitment experience
Sage 200 system or another WMS
Previous experience within a FMCG environment
Previous experience with both D2C and B2B customersIn return what do we offer?

25 days holiday, additional annual leave purchase (up to 3 days)
Cash health plan (money back for dentist, opticians etc.)
Life assurance (4 x salary)
Employee recognition & incentives
Staff discount on ALL products
Pension (3% employer and 5% employee)
FREE breakfast provided through custom-made breakfast bar
FREE PARKING
We promote good physical and mental health and can provide additional support to our employees via our Employee Assistance ProgrammeCandidates with the experience or relevant job titles of; Enquiries Assistant, Enquiries Advisor, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, will also be considered for this role