Job Description

Job Overview

We are seeking a proactive and experienced Customer Support Team Lead to manage and drive our Customer Services team. As the

Customer Support Team Leader

, you will be responsible for overseeing the day-to-day operations of the customer service team, ensuring a high level of customer satisfaction while maintaining efficient administrative processes. You will lead and manage a team of customer service representatives, providing guidance and support to deliver exceptional service to our clients, both internally and externally. The role involves overseeing various administrative tasks, including managing customer queries, processing orders, and ensuring that all customer-facing processes run smoothly.

Team Leadership & Supervision

Lead, coach, and motivate a team of customer service representatives, ensuring they meet performance targets and deliver exceptional service. Conduct regular team meetings, providing feedback and training to improve team performance and professional development. Monitor daily team activities to ensure productivity and maintain high service standards. Handle escalated customer complaints and resolve issues in a timely, professional manner.

Customer Service Operations:

Ensure all customer inquiries, complaints, and requests are handled efficiently, following company policies and procedures. Oversee the processing of customer orders, returns, and warranty claims, ensuring accuracy and timely resolution. Maintain and update customer records in the CRM system, ensuring data integrity. Work closely with other departments (e.g., Sales, Logistics, Product Development) to ensure a seamless customer experience.

Administrative Support

:

Manage customer service-related administrative tasks such as scheduling, reporting, and order tracking. Prepare and generate regular reports on team performance, customer satisfaction, and key metrics. Handle correspondence and communications with customers, both by phone and email. Assist with the development and implementation of customer service processes and workflows.

Process Improvement:

Identify areas for improvement in customer service processes and contribute to the development of solutions. Help implement new customer service tools, systems, or policies that enhance the customer experience.

Quality Assurance:

Monitor and evaluate customer service interactions to ensure high standards of professionalism and customer satisfaction. Provide feedback and coaching to team members based on performance evaluations.

Key Requirements:

Experience & Qualifications:

Proven experience in a customer service or administrative role, with at least 2-3 years in a leadership or supervisory capacity. Experience in managing a team in a fast-paced environment, ideally within the HVAC or related industries. Strong administrative skills, with the ability to manage multiple tasks and projects simultaneously. Familiarity with customer service software and CRM systems (experience with [insert CRM tools here] is a plus).

Skills & Attributes:

Excellent communication and interpersonal skills, with the ability to motivate and manage a team effectively. Strong problem-solving and conflict resolution skills. Attention to detail and a high level of accuracy in administrative tasks. Ability to handle difficult customer situations calmly and professionally. A proactive, hands-on approach to team management and process improvement.

Other:

Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Flexibility to adapt to changing work demands and a willingness to contribute to a range of tasks. A customer-centric mindset with a passion for delivering high-quality service.

Desirable:

Experience in a technical product or manufacturing environment. Knowledge of ventilation, HVAC, or building services industries.

Summary of benefits

Salary up to 32-35k pa depending on experience 25 days annual leave plus (bank holidays) 1 day holiday for birthday Company Pension Scheme Private Healthcare Free onsite parking Life Insurance
Job Types: Full-time, Temporary, Temp to perm
Contract length: 6 months

Pay: 32,000.00-35,000.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme Life insurance On-site parking Referral programme
Experience:

Leadership or Management: 2 years (required) Customer service: 2 years (required)
Work Location: In person