About the job
We're looking for an experienced Customer Services Team Leader to join our office-based Customer Service team.
Job Title: Customer Services Team Leader
Salary: Up to £36,000
Contract type: Permanent
Hours: 40 hours per week
Location: Poole
Holiday: 30 days paid (inc. bank holidays)
What you will be doing
1.1 Sales Shared Services - Customer Experience Associates
Oversee the Sales Shared Services CEAs and ensure that our customers receive exceptional customer service both on the phone and via email.
1.2 Telephone calls
Knowledge:
Different styles of telephone communication
Documentation of calls
Telephone Account Management
Dealing with customer queries
Skills:
Ability to adopt the most appropriate approach, to maintain a needs-satisfaction approach
Providing timely responses to customer queries
Provide excellent customer experience
Ability to be proactive to maximise sales and revenue
Ability to select appropriate style of language to maintain a positive client relationship
Logging/updating call details and progress
1.3 Emails
Knowledge:
Different styles of email communication
Documentation of emails
Dealing with customer queries
Quotes and Quote Follow Ups
Skills:
Ability to adopt the most appropriate approach to email enquiries.
Providing timely responses to customer queries
Ability to select appropriate style of language
1.4 Process orders received via web, email and customer portal (Ctrl Cloud).
Knowledge:
Be familiar with the operation of relevant software and channels for incoming order - processing.
Skills:
Enter data and process orders through Company ERP, Ctrl Cloud and other web-based order channels, using a high level of keyboard skills.
1.5 Record all order processing and sales order queries on Company CRM
Knowledge:
Be familiar with the Company CRM and utilise to record all order processing and order processing related information.
Skills:
Record sales order processing information on the Company CRM using a high level of software and IT skills.
1.6 Project Management
Knowledge:
A solid understanding of time scales and criticalness of projects. A good understanding of business processes and the workflows/approval processes.
Skills:
The ability to proactively manage expectations and to manage multiple team members ensuring they are always held accountable.
The ability to establish clear lines of communication and always adhere to company processes.
To complete and deliver in a timely manner any projects set by the business to assist in driving the business forward. These projects will each have their own requirements and deadlines.
1.7 Setting up of new logos.
Knowledge:
A clear understanding of the information needed to have logos set up. The ability to follow up and ensure logo sign off is prompt and that all systems are always up to date. The ability to work with suppliers, customers and colleagues alike.
Skills:
Correct use of the logo set up computer systems (OGL Profit Plus, Sugar CRM and exel) and their approval processes. To keep all systems clear and up to date.
1.8 Create and import kitted codes.
Knowledge:
A clear understanding of the information needed to have kitted codes set up, the forms utilised by Sales & Customer Services. A good understanding of excel and keen eye for detail to ensure that forms submitted are correct before importing the codes into the company systems.
Skills:
Excellent excel skills and high levels of accuracy are required to ensure that all codes are set up correctly.
1.9 Consignments.
Knowledge:
A clear understanding of consignments, how they work, and the information needed to have the consignments, set up, amended or closed. The ability to follow up and ensure customer sign off is prompt and that all company systems are always up to date. The ability to work with customers and colleagues alike.
Skills:
Correct use of computer systems, excellent excel, PDF and SmartSheet skills to ensure all documentation is accurate and all systems are clear and up to date.
2.0 Producing Commercial Invoices.
Knowledge:
A clear understanding of how to use OGL Profit Plus, excel and word to ensure that all commercial invoices produced are accurate.
Skills:
Correct use of systems to software (excel and word) to produce accurate commercial invoices and record all information on the Company's CRM.
KPI's
Customer Experience Associates team to have OTTC of 90%.
All customer emails received before 4pm to be responded to the same day.
All phone calls received to be answered within 3 rings.
Internal projects to be completed to a high standard and within the agreed timeframe, where possible the project should be recorded on the Company's CRM.
All tasks carried out are documented in the Company's CRM system (measures both On Time Task Completion and On Time Case Completion)
On Time Task Completion to be 90%.
Complete 20 tasks per day.
Take 20% of all calls into the central Customer services line.
Orders received by agreed times need to be processed by the agreed cut off times.
What's in it for you
Modern open plan office
Monthly profit share bonus scheme
Company sick pay
Free onsite parking
Perks at Work scheme
Tuck shop snacks
Free lunch every Friday
Charity dress down day every Friday
Cycle to Work scheme
Complementary Birthday vouchers
Subsidised workplace massage
Eye care reimbursement
Employee assistance programme (EAP)
Company social and corporate events
Who we are
We're a fast-paced, forward-thinking global solutions provider who is redefining operational excellence for businesses. We're famous for our fantastic customer service and for creating comprehensive solutions that help our customers stay ahead in an ever-changing world.
Where you work
Our open plan office encourages teamwork and communication. You will be working in a respectful environment surrounded by people that care about you just as much as our customers. We also believe diversity is the key to a success. That means your voice will always be heard no matter your role, and there will always be the opportunity to make a big impact.
Who you are
You're someone who genuinely cares about delivering a great experience every time a customer picks up the phone or sends an email. You're organised, proactive, and calm under pressure, able to juggle multiple priorities while keeping accuracy and attention to detail front and centre. You know how to adapt your communication style to suit different customers and situations, building positive relationships and trust effortlessly. You're a natural problem-solver who doesn't wait to be asked, you spot opportunities to improve processes, support your team, and keep everything moving forward. Comfortable working with systems, data, and deadlines, you take pride in getting things right the first time, while motivating others to do the same. Above all, you're a team player and a leader who brings energy, accountability, and a strong sense of ownership to everything you do.
