Job Description

Introduction

?Are you an experienced supervisor or team leader in customer service with a strong focus on delivering an excellent client experience? Are you confident in reporting on team metrics to manage and exceed KPIs and support client retention? Do you have strong problem-solving skills and enjoy working collaboratively with internal and external stakeholders? If so, we may have the perfect role for you...

?We are looking for a full-time ?

Team Leader??

to join our growing company.

?

???The Company

??allmanhall is a thriving, growing, owner-managed food procurement organisation, based in the beautiful countryside of Wiltshire, just a few miles outside Bath.

?We specialise in being the food procurement partners for schools, care homes, stadiums and catering companies.

We support our clients in making sustainable choices through greater environmental transparency, robust supplier assessments and sustainability initiatives. We are Ecovadis Gold-rated, putting us in the top 5% of global businesses, committed to the Science Based Targets initiative (SBTi), and a proud signatory of the UN Global Compact.

Our team is made up of talented, professional, and passionate individuals, who could work anywhere but choose, and are proud to be, a positive part of allmanhall. We develop our team and offer opportunities for long term careers. In 2023 we achieved the Investors in People Gold award, and in 2024 we were 1 of 4 finalists for the 'Employer of the Year (2-49 employees) Gold' category!

?One team member says: "The company encourages and empowers everyone to make a positive difference. The support provided is above and beyond".

?Our mission is to deliver sustainable value for every client, because good food shouldn't cost the EARTH. We challenge and transform food supply so informed decisions become clear.

?

?Our values - at our core, this is what makes us allmanhall:?

E

veryone matters

A

gile and independent thinking

R

eal results

T

hought provoking and informed

H

ere for the long term

?

The Role

?

To supervise and drive the day-to-day performance of the Support Team to meet and exceed client expectations as set out in the Support Team metrics. Leading by example, with a professional and positive approach, taking an active role in monitoring and managing case resolution, to deliver excellent client service and support client retention. Focusing on client satisfaction and effective communication with clients, suppliers and internal/external stakeholders and supporting the Support Team Manager with all team activity as required.

?

?Main duties and responsibilities of this role include:

Support the Support Team Manager in supervising the Support Team function, to ensure it; delivers excellent client experience, at all times with a focus on client retention proactively manages all cases (issues and requests) through to resolution within the agreed timeframes and in line with the agreed process proactively builds relationships with clients, suppliers and internal/external stakeholders answers switchboard and handle calls efficiently and effectively, manage all client queries, regardless of account owner or account type ensures professionalism and a positive and collaborative approach when interacting with clients, suppliers and internal/external stakeholders. Lead by example in delivering the above. Lead by example regarding professional conduct, communication and process adherence. Act as first escalation point for the resolution of client support cases. Deliver and exceed individual case resolution ratio and team metrics, KPIs and company objectives for the Support Team function. Drive improvements in individual and team case resolution times and first-time resolution, by looking at root cause and inefficiencies in case handling. Collate monthly metrics on Support Team performance regarding case management and outgoing calls. Provide on the job coaching and training to the Support Team members across all aspects of their role. Manage own portfolio of clients to agreed Support Team function SLAs and KPIs, taking on the responsibilities as shown in the CSA job description where appropriate. Co-ordinate and prioritise workloads with the Support Team to support the timely completion of urgent tasks, documents, reports, and problem resolution. Deputise for the Support Team Manager during their absence / annual leave.

The Candidate

?Essential Requirements

Proven experience in a supervisory or team leader role, in a client support or service desk environment Excellent customer service experience Strong communication and interpersonal skills, with a client-first mindset Demonstrated ability to manage, monitor, and report on KPIs and team metrics Professional, proactive and positive approach Ability to prioritise tasks and manage competing workloads effectively Fast learner with the ability to manage multiple priorities Confident using client management systems and reporting tools Strong problem-solving skills and a collaborative working style Proficient with Microsoft Office, including Excel

Desirable Skills and Experience:

Understanding of catering and food service Previous involvement in process improvement or efficiency projects Previous management experience

?

The Contract

Hours:

Full-time, permanent: 37 hours per week. Monday to Thursday 08:45 - 17:15, Friday 08:45 - 16:15.
?

Salary:

32,000 - 35,000 per annum plus a competitive benefit package including 33 days annual leave (incl Bank Holidays)
?

Work location:

Head Office - SN13 0NY

??A competitive benefit package including:

A company performance-related bonus scheme ?Annual salary review ?33 days annual leave FTE (including bank holidays), plus an additional day of leave for each ?year of service up to 5 years Private Medical Insurance, Life assurance and Income Protection benefits, based on length of service ?Birthday leave, graduation leave, volunteer day leave, child's first day of school leave Discounted gym membership Enhanced maternity/paternity pay ?Sabbatical leave after 5 years service Access to a platform that provides retail/restaurant discounts ?Team socials and team building ?Investment in your learning and development ... and much, much more!
?

We are an equal opportunities employer and welcome applications from all candidates that meet the essential requirements of the role. Should you need any assistance in applying, please email careers@allmanhall.co.uk or phone the main office on 01225 745520 and ask to speak to a member of the HR team.

Job Types: Full-time, Permanent

Pay: 32,000.00-35,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Additional leave Company events Company pension Cycle to work scheme Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Gym membership Life insurance On-site parking Private medical insurance Store discount
Schedule:

Monday to Friday
Application question(s):

Will you now or in the future require sponsorship for UK employment visa status? Do you hold a full UK driving licence and own (or have access to) a car or other mode of private transport to be able to commute? Unfortunately there are no public transport links to our office. This is an office-based role located just outside Corsham. Will you be able to reliably commute or relocate near to Corsham, Wiltshire (SN13 0NY) for this job?
Work authorisation:

United Kingdom (required)
Work Location: In person