Customer Service Team Leader in Heywood, United Kingdom

Responsibilities

Job Title: Customer Service Team Leader (maternity cover)

Location: Heywood

Full-time: Permanent Fully remote (Shift pattern 1 in 3 weekends)

Are you a dedicated leader with a passion for delivering outstanding customer service? Do you excel in guiding and motivating a team to achieve excellence? Join us as a Customer Service Team Leader and lead our team to new heights of customer satisfaction. If you’re ready to make a significant impact and drive exceptional service standards, then apply today

About Us: About Us: At Martin Brower, we are dedicated to sustainability, continuous improvement, and valuing our people. As a global leader in supply chain solutions, we support some of the world’s largest restaurant chains by delivering food, beverages, and products with a focus on innovation and environmental responsibility.

Position Summary: The Customer Service Team Leader will manage daily operations, mentor team members, and implement strategies to improve service quality and efficiency. The ideal candidate will have strong leadership skills, excellent communication abilities, and a commitment to enhancing the customer experience. Join us and play a crucial role in driving our customer service excellence.

Key Responsibilities:

• Ensuring the team process all new sales orders and amendments to existing orders in accordance with customer Service Level Agreements and internal processes, through liaison with internal departments and directly with our customer.

• Ensuring you set accurate client expectations and that these are achieved in relation to Service Level Agreements

• Ensuring the team process all requests in line with existing company procedures and to deadlines

• Ensuring accuracy for all transactions is conducted within operating parameters and subsequent errors are rectified in line with internal or external service level obligations

• Ensuring all client queries are resolved in a timely and professional manner (resolving all queries at first call wherever possible), liaising with internal departments when appropriate and owning the final resolution

• Ensuring you provide customers with information on progress and where necessary authorise credits / compensation in line with the operating parameters defined at the time

• Ensuring all client communication both verbal and written is dealt with professionally and recorded accurately in the appropriate business system

• Create an accurate reporting suite (to include KPI’s) to be able to measure individual performance along with Business results for all activities undertaken within the team

• Work with other departments to identify and execute automation of systems and processes to enhance the efficiency within the department / business

Qualifications

Technical Competencies:

• Experience people management, customer service and account management

• Experience of data inputting or processing customer requests where high levels of accuracy were maintained

• Managing a team of 4 to include interviewing, performance reviews, training and development

• Good communication skills and Microsoft office, data entry and good attention to details

  People-First Culture: At Martin Brower, our employees are our greatest asset. We prioritize creating a supportive and inclusive environment where everyone’s voice is heard, respected, and valued.

  People-First Culture: At Martin Brower, our employees are our greatest asset. We prioritize creating a supportive and inclusive environment where everyone’s voice is heard, respected, and valued.

  Opportunities for Growth: We’re committed to your long-term success. With clear paths for career advancement and development, you’ll have opportunities to grow within your current role or explore new roles and responsibilities across the organization.

  Culture of Continuous Improvement: We believe in the power of continuous improvement. You’ll be empowered to innovate, experiment, and challenge the status quo as we work together to drive positive change and elevate our performance as a team.

  At Martin Brower UK and Ireland, our commitment to our employees is unwavering. We believe in fostering a people-first culture where every individual is valued, supported, and empowered to succeed. We prioritise creating a supportive and inclusive environment where everyone’s voice is heard, respected, and valued. From our leadership team to our frontline workers, we’re dedicated to ensuring that each person feels appreciated and empowered to bring their best selves to work every day.

  Apply Today: Take the next step in your career and join us in making a difference. Apply now and be part of our mission to make it easier to run great restaurants.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status. Drug Free Workplace.