High Wycombe based Customer Services Team Leader

TITLE : Global Customer Care TEAM LEADER

LOCATION : High Wycombe ( This role is office-based)

TEAM: Customer Experience

LANGUAGE: Fluent English . Any other European Language is useful (French/German/Italian or Spanish)

SECTOR : Global not-for-profit. Franchise.

SALARY: Total compensation of £33,000 (comprised of base of £30k + fixed 10% bonus) 25 days holiday and subsidised learning programme

COMPANY DETAILS :

Customer contact service centre providing a global centralised customer care purchasing ” hub” for clients within the food and drink sector . This organisation is a not-for-profit company and aims to get is clients the best possible prices on food products in order to support them in growing and becoming successful. This is an open plan office environment and you will work with clients based all over the world as well as lead a small team.

DUTIES

• Supervising and leading staff within Customer Care
• Managing a small motivated support help desk team
• Allocate workload
• Identify skills shortfalls in your team and arrange inhouse training
• Recruit new staff
• Performance management of your team on a 1:1 basis
• Dealing directly with clients
• Ensure all inbound enquiries are logged
• Monitor complaints handling processes
• Handle training enquiries for clients
• Facilitate systems updates to retailers
• Liaise directly with clients via email , telephone, chat etc
• Liaise with food and packaging suppliers, customers and suppliers of food manufacturing equipment

REQUIREMENTS

• Previous team management experience within customer services is essential
• MS Office suite
• Commutable to High Wycombe area