Company Information
Burbage Custom Windows Ltd is an established window and door manufacturer based in Hinckley with over 30 years of industry experience. From our purpose-built manufacturing facilities, we produce high quality products using advanced machinery and modern production techniques, supported by our own logistics fleet and installation services. Alongside our manufacturing operation, we operate Modern UPVC Windows, our rapidly growing online ecommerce division supplying windows and doors to customers across the entire UK, as the business continues to experience a sustained period of significant growth.
Role Profile
The Customer Service Team Leader is responsible for delivering an exceptional customer experience whilst supporting the day-to-day operation of the Customer Service Team. The role combines customer service and order processing responsibilities with ownership of departmental reporting, KPI monitoring and data analysis to support business performance.
Working closely with the Customer Service Supervisor and Manager, the Team Leader provides operational support, identifies trends through data, monitors departmental performance and recommends continuous improvements whilst acting as a senior member of the team.
Key Responsibilities
Customer Service
· Process customer orders accurately and efficiently
· Handle inbound calls, emails and customer enquiries in line with service levels
· Resolve customer queries and complaints through to completion
· Maintain accurate customer records using CRM and order processing systems
· Liaise with Production, Despatch, Contracts & Installations and Sales.
Team Support
· Act as the first point of support for Customer Service Advisors during the Supervisor's absence
· Assist with onboarding and coaching new team members
· Support workload balancing and service level achievement
· Support implementation of new processes and initiatives.
Performance, Data & Analytics
· Produce daily, weekly and monthly KPI reports
· Analyse customer service and sales performance data
· Monitor service levels, order processing, customer satisfaction and productivity
· Maintain departmental dashboards and trackers
· Provide insight and recommendations to improve operational performance.
Continuous Improvement
· Identify opportunities to improve processes and efficiency
· Recommend improvements using KPI analysis and customer feedback
· Promote a Right First-Time culture.
General
· Meet departmental targets and objectives
· Comply with Company policies and procedures.
Skills, Experience & Personal Attributes
Essential
· Previous experience within a busy customer service environment
· Excellent customer service skills
· Strong analytical skills with experience producing KPI reports
· Advanced Microsoft Excel skills (Pivot Tables, XLOOKUP/VLOOKUP)
· Excellent organisational, planning and problem-solving skills
· High attention to detail and accuracy
· Experience using CRM/ERP systems
· Positive, proactive and customer-focused approach.
Desirable
· Manufacturing or window industry experience
· Power BI or dashboard reporting experience
· Experience mentoring or coaching colleagues
· Knowledge of Lean or Continuous Improvement.
General
· Self-motivated and focused, with a flexible attitude
· Good attention to detail, with high levels of accuracy and a commitment to quality
· Able to work on and use own initiative and problem solve
· Strong communication, team working and people skills
· Demonstrate a professional and courteous attitude
· Act with integrity and honesty
· Positive attitude to innovation and change
· Looking to build a career in a fast-growing business.
Benefits of Working for BCW
· Competitive salary from £29,500.00 per annum
· (Starting rate normally at entry point however, experience would be taken into account)
· Pay grading structure
· Regular pay reviews
· Monthly attendance bonus scheme (Up to £1,040.00 per annum)
· 40 Hour working week Monday to Friday including paid lunch
· 4 Hours one Saturday in six to eight weeks after training
· Enhanced 32 Days holiday per annum
· Christmas shutdown
· Christmas vouchers
· Staff events
· Pension scheme
· Staff canteen with subsidised vending machines
· BUPA Employee Assistance Programme
· Company workwear and PPE provided
· Onsite secure parking
· Commitment to investing in training and development.
Pay: From £29,500.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Work Location: In person
