About the Role
We are seeking an experienced and motivated Customer Service Lead to join our award-winning team at The Ironworks Telford site. This is a varied and fast-paced role, ideal for someone who is passionate about delivering exceptional customer service while leading and supporting the customer service function across the business.
The successful candidate will play a key role in driving customer satisfaction, supporting team performance, handling escalated issues, and ensuring smooth day-to-day customer operations.
Key Responsibilities
- Lead by example in delivering a high standard of customer service via phone, email, and other communication channels
- Support and guide the customer service team to ensure excellent customer experiences and efficient service delivery
- Coordinate with internal departments to ensure smooth order processing and customer satisfaction
- Handle complex customer queries, complaints, and escalations professionally, aiming for positive outcomes
- Monitor and help improve customer service processes and standards
- Support online reputation management, including encouraging and responding to customer feedback and reviews
- Maintain accurate records of customer interactions and correspondence
- Assist with training, onboarding, and mentoring team members where required
- Stay up to date with company products, services, and updates
- Provide support to other business areas when required
What You’ll Bring
- Previous experience in a customer service leadership, supervisory, or senior customer support role
- Excellent communication skills, both written and verbal
- Strong organisational skills with the ability to multitask in a fast-paced environment
- A proactive, positive, and solutions-focused approach
- Confidence handling escalated customer situations and supporting team members
- Strong attention to detail and the ability to prioritise workloads effectively
- A genuine commitment to delivering outstanding customer service
What We Offer
- Complimentary drinks
- Free on-site parking
- Store discount
Schedule
Monday – Friday: 9:00am – 17:30pm
Location
On-site (TF1 7GP)
Own transport is required due to location
Job Types: Full-time, Permanent
Pay: £32,000.00-£36,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
Work Location: In person
