Job Description:

Berry Recruitment are NOW hiring for a committed and experienced Customer Relationship Team Leader to work for a professional and friendly business based in Milton Park.

This is a fantastic opportunity to join a business with a supportive and collaborative working culture, where you'll play a key role in the day-to-day running of a busy Customer Relationship team. This is a hands-on Team Leader position where you'll support the day-to-day sales order processing, manage more complex customer queries and escalations, and work closely with the Manager to assist with team management, coaching and performance. If you enjoy leading by example whilst remaining operationally involved, this could be the perfect role for you.

The Benefits on offer

Role: Customer Relationship Team Leader - Hybrid Working.

Location: Milton Park, Oxfordshire
Hours - Monday - Friday, 08.30am - 17.30pm.

Salary: £35,000 Per Annum

• Benefits: Generous company pension (up to 10.5% matched on a sliding scale)
• Hybrid working - Full time approximately 2 days working in the office and 3 days working from home. Days may be changeable, so flexibility is required.
• Company shares
• Health cash plan (Medicash)
• Eyecare scheme (with Specsavers)
• Corporate life insurance
• 25 days holiday
• Your birthday off (after 1 year of service)
• 3 days holiday purchase

As a Customer Relationship Team Leader as responsibilities will be:

• Communication with customers via email and telephone.
• Process and follow up customer orders and quotes to achieve KPI results.
• Resolving customer queries and complaints.
• Working with other departments such as sales, production and logistics to address customer needs and ensure smooth cross-departmental operations.
• Generate and review reports.
• Consistently searching for innovative ideas for improvement to processes.
• Regular feedback to the manager so that she is aware of any performance issues.

• Assist the Manager with monitoring performance ensuring the team meets KPI's and delivers exceptional customer service.
• Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer queries.
• Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management and ensuring efficient use of resources.
• Work alongside the manager to monitor workload, team performance and compliance with KPI's, offering guidance to ensure high standards of service
• Assist with onboarding and training new team members and provide feedback to the existing team to improve service, quality and efficiency.
• Take on managerial responsibilities in the absence of the manager, including motivating the team, setting team goals, and making staffing decisions.
• Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.
• Create and maintain written procedures in line with our processes.
• Work alongside the manager to provide motivation to the team, promoting a positive customer-focused environment.

You will:

• Assist the Manager with monitoring performance ensuring the team meets KPI's and delivers exceptional customer service.
• Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer queries.
• Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management and ensuring efficient use of resources.
• Work alongside the manager to monitor workload, team performance and compliance with KPI's, offering guidance to ensure high standards of service
• Assist with onboarding and training new team members and provide feedback to the existing team to improve service, quality and efficiency.
• Take on managerial responsibilities in the absence of the manager, including motivating the team, setting team goals, and making staffing decisions.
• Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.
• Create and maintain written procedures in line with our processes.

About You:

• A proven track record in a senior customer facing team role, with experience in management cover conditions.
• Strong communication, leadership, and problem-solving skills
• Ability to manage and motivate a team in a fast-paced environment
• Excellent customer handling skills, with the ability to resolve complex issues efficiently and professionally.
• Knowledge of customer relationship processes (including KPI's and performance metrics)
• Strong organisational and time-management skills.
• Ability to step into managerial duties and handle team and operational responsibilities.
• Familiarity with CRM systems, Microsoft packages and ERP is preferred.

No candidate will meet every single desired qualification we have listed. If your experience looks a little different but you think you can bring value to the role, we'd love to learn more about you!"

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.