Customer Relationship Team Leader

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.

Role: Customer Relationship Team Leader - Hybrid Working.

Location: Milton Park, Oxfordshire
Hours - Monday - Friday, 09.00am - 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

• 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.