Job Title


Customer Service Team Leader

Location: Tottenham Hale, City of London, London

Salary / Hourly Rate: £25000 per annum

Date posted: 23/01/2018

Expertise: Commercial

Job Title: Customer Services

Type of Contract: Permanent

Ref: J602

Customer Service Team Leader Required

Immediate Start- Immediate interviews

Based in Tottenham Hale

Perm Salary: £25k annual salary

Monday to Friday
8:00am-16:00pm (Week 1)
9:00am-17:00pm (Week 2)
10:00am-18:00pm (Week 3)
11:00am-19:00pm (Week 4)

9:30am-13:30pm - this is once a month with 1/2 day off in the week

Primary purpose of the role

To oversee Customer Service on a daily basis. Managing all Service and Roll-out Co-ordinators you will
ensure that excellent customer service is delivered to all customers from both and
The Green house. Liaising with Key Account Managers you will be the key point of contact within the
Service Department for any escalated service issues.
You will ensure that all transactions are profitable in line with company procedures and ensure that the
department responds to enquiries in a professional and prompt manner.

Key Accountabilities

1. Manage all Service Co-ordinators and Roll out Co-ordinators on a daily basis.
2. Ensure that a high level of customer service is provided to all customers ( and
3. Oversee/Co-ordinate the Roll-out/In of all National and contracts.
4. Be the first point of contact for escalation of all customers in dispute resolution & complaints.
5. Negotiate with suppliers to resolve potential service related issues.
6. Liaise with Key Account Managers updating them on any escalated service issues.
7. Provide detailed information and reports to the Operations Manager as and when required.
8. Provide detailed information and reports to the Finance and Procurement departments as and when
9. Lead the morning meeting to review cases and provide guidance to the team.
10. Monitor employee caseload, ensuring that cases are evenly distributed and dealt with promptly.
11. Carry out analysis and produce reports on a monthly and as and when required basis.
12. Liaise with other departments to provide information to ensure that customers receive excellent
customer service and suppliers provide consistent services.
13. Assist and oversee the procurement of services from suppliers for ad-hoc collections and scheduled
services where necessary.
January 2018
14. Ensure that all transactions are profitable and that customers are charged correctly.
15. Guide, motivate and support team members, identifying training needs.
16. Coach & training new members of the team, ensuring they fully integrate into the business.
17. To undertake tasks and projects as agreed that are within jobholders experience, skills and

Performance Indicators

• Case open time
• Accurate record keeping.
• Successful liaison with both customers and suppliers.
• Effective management of staff

Essential Skills Required:

Proven experience in management and supervision
Good communication skills
Display commercial acumen
Good negotiation skills
Ability to work alone and in a team
Able to plan and prioritise as required
Sound understanding of all business processes
IT Literate

Experience required:

To have experience of successful liaisons with both customers and suppliers
Evidence of achievement within a commercial environment
Results orientated
Financial awareness
People management

For more information please call 0121 3149 118 and speak to Anisah

Apply Now

118 Recruitment Solutions

Crown House
123 Hagely Road
B16 8LD
T: 0121 3149 118
F: 0121 4011 181