JOB SUMMARY:

We are seeking a talented and motivated Customer Service Team Leader to join our dynamic team.

Lead and manage the daily operations of the Customer Services team across both the Cardrew and Falmouth sites.
Supervise, mentor, and support team members to ensure consistent delivery of excellent customer service.
Monitor individual and team performance against key metrics, implementing strategies to drive improvement where required.
Champion EHS by setting the standard, driving a positive safety culture, and ensuring the workplace remains safe, healthy, and compliant at all times.
Handle escalated customer queries and issues promptly, ensuring a positive outcome and high levels of customer satisfaction.
Collaborate closely with internal departments including Sales, Operations, Logistics, and Finance to ensure efficient order processing and issue resolution.
Support the Client Services Manager in developing and implementing service strategies that align with business objectives.
Conduct regular team meetings, performance reviews, and one-to-ones to maintain team engagement and alignment with goals.
Champion a culture of continuous improvement, identifying and implementing process enhancements to improve efficiency and service quality.
Ensure adherence to company policies, procedures, and compliance requirements.
Assist with training and onboarding of new team members.
Maintain accurate records of customer interactions and activities using CRM and ERP systems.
Provide cover and support for other team members during absences or peak periods.