Customer Service Team Leader

• Annual Salary: £26,309
• Location: Birmingham, Brindley Place
• Job Type: Full-time, 5 days a week in the office
• No weekend work - Monday to Friday with alternating shift patterns (08:30 – 17:00 & 09:00 – 17:30).

Join our team as a Customer Service Team Leader at a leading workplace equipment supplier, focusing on B2B interactions. Based in Birmingham, this role is essential for supporting our Corporate Customer Service Team with day-to-day queries and being the first point of contact for all customer escalations. The ideal candidate will actively promote a culture that values and strives to continuously improve the customer experience in a business-to-business environment.

• Support the wider Corporate Birmingham team with on-the-day queries.
• Act as the first point of contact for all customer escalations.
• Liaise with Account Managers and internal departments to proactively support the team in resolving customer queries and complaints via first contact resolution.
• Communicate goals and deadlines to team members.
• Plan workloads and delegate tasks.
• Create a productive work environment for the team using trust and other appropriate strategies.
• Assess team performance and provide feedback to employees.
• Assist with recruitment and training of new employees.
• Assist with the daily operation of the organisation.
• Perform customer service functions, including interacting with customers and answering questions.
• Provide the team with information about recent developments, programmes, and policy changes.

• Educated to a grade C or equivalent in GCSE in English.
• At least one year’s experience in customer service, preferably in a B2B environment.
• Professionalism at all times.
• Ability to guide, monitor, and lead a team.
• Inspiring positive communication.
• Ability to set clear goals and deadlines.
• Equipped to motivate team/individuals to achieve specific objectives and goals.
• Capable of measuring team and individual performance and create an atmosphere that promotes growth.
• Able to collaborate to complete projects successfully and on time.
• Knowledge of computer applications and other business-specific software.

• Competitive salary.
• Opportunity to work in a dynamic and supportive environment.
• Chance to lead and develop a team dedicated to outstanding customer service in a B2B setting.

To apply for this Customer Service Team Leader position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this position.