Customer Services Team Leader

Are you ready to lead and inspire a team of talented Customer Account Advisors towards excellence, ensuring everything we do makes us easy to deal with, upholding our aspiration of being the industry benchmark for service? Do you thrive in a fast-paced environment where every day brings new challenges and opportunities for growth? If so, we want you to be part of our team! As one of our Customer Services Team Leaders, you'll be at the forefront of our customer service operations, ensuring that customers within your regional team receive top-notch support and assistance. You'll play a pivotal role in guiding and mentoring our Customer Account Advisors, overseeing their training and development, and fostering a culture of continuous improvement and collaboration. A bit about the Customer Service Team and VPK We're here to shape the future for sustainable packaging. Our Customer Service Team is mostly centralised and works in regional teams to support our sales team. The Customer Account
Advisors are responsible for advising customers on a range of things relating to their accounts such as updating on order progress and delivery dates, processing new orders, answering general queries, and provoking repeat business. This isn't a call centre environment. This is a busy but exciting role. Here's some of what you can expect to get up to: - Oversee induction and training for Customer Account Advisors, ensuring ongoing training supports colleagues to deliver expert service to their accounts. You'll coordinate the team's training records and skills matrix also. - Assess workload within the team and distribute new business effectively to ensure optimal team performance. - Encourage proactive telephone communication to complement email interactions with customers, ensuring reliable service delivery. - Manage all aspects of the team including engagement, holiday, absence, conduct and capability. - Ensure full coverage and seamless service to our valued customers. Providing
cover of CAA duties within the department during peak activity, holiday and general absence. - Motivate and inspire team members to unleash their full potential, fostering a culture of high performance and achievement, ensuring each colleague has a Personal Development Plan. - Actively participate in daily Team Leader meetings, contributing ideas and strategies for team success. - Ensuring the team have a sound knowledge of customer SLAs, and are able to make informed decisions utilising S&OP data. - Generate regular KPI reports for the Customer Service Manager, providing insights and recommendations for improvement. - Identify and implement better modes of operation to enhance customer experiences for both team members and customers, considering feedback, market insight, VPK strategy, and the function road map. - Manage multi-stakeholder projects.

Proven track record of leading customer service functions in fast paced office settings, delivering exceptional results. - Exceptional verbal and written communication skills, enabling effective conveyance of ideas, motivation of team members, and fostering strong client relationships. - Natural ability to inspire and empower team members, fostering a culture of collaboration, innovation, and continuous improvement, driving individuals to achieve their full potential. - Demonstrated experience in innovative problem-solving and change management processes, with a forward-thinking mindset aimed at enhancing customer service experiences through creative solutions and transformative initiatives.

Competitive salary

- Competitive salary. - 25 days holiday + bank holidays. - Company sick pay scheme. - Individual healthcare cash plan, including cash back on key. medical costs, retail discounts and 24/7 EAP services.