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Customer Service Team Leader

£25,000 per annum
Full Time

Fittleworth, first founded in 1984 out of a small family garage, is now one of the UK’s leading home dispensing companies. We pride ourselves on providing a personalised, trusted and dedicated first-class home delivery service to our clients catering to all stoma, continence and wound care appliance needs.

We are looking for an exceptional Customer Service Team Leader to manage, develop and engage a team of Customer Service Advisors to deliver an unrivalled customer service experience to our clients and healthcare professionals. You will be working as part of a high-volume service environment and oversee all aspects of the day-to-day people and operational management of the team.

The successful candidate will:

  • Be passionate about exceeding customer expectations and promoting extra-mile and empathic service
  • Support their team with a range of tasks including inbound/outbound calls, assisting clients with their queries, processing orders and complaint escalation
  • Allocate workload to maximise resource and meet operational targets
  • Ensure KPIs/SLAs are consistently met by the department whilst excellent customer service is maintained
  • Radiate enthusiasm and use initiative to keep their team members positive, motivated and engaged
  • Lead people management processes, develop team member capabilities through talent management processes and effective coaching/training
  • Be bold and continuously look at how to enhance our service and maximise service potential
  • Proactively manage own workload and personal development
  • Effectively collaborate with all internal and external Fittleworth partners

Previous experience required:

  • Successfully leading a team in a high-volume and fast-paced service environment
  • People management experience (team size 10+)
  • Previous background in customer service, a passion for customer service
  • Level 5 qualification or equivalent
  • A positive individual driven by a customer first attitude
  • Demonstrated achievements of exceeding KPIs/targets
  • Agile in approach to support challenging situations and problem solve in a service setting
  • Highly committed to continuous self-development and supporting the development of team members
  • Strong communication skills (both written and verbal)

This is a full-time position: working hours range from 08:00am – 20:00pm on a shift basis with occasional Saturdays 09:00am – 13:00pm.

As well as priding ourselves on the commitment we provide to our clients, at Fittleworth we also recognise the commitment to our employees in providing an engaging and rewarding working environment. As such, we offer a competitive salary with annual review, private healthcare, life insurance cover, a highly competitive pension scheme, 25 days holiday (plus statutory Bank Holidays), access to our bespoke reward and discount platform, access to our Employee Assistance Programme, and access to our award-winning culture of going the extra-mile.

Any personal information you share with us will be treated in line with our company Privacy Notice, available via legal notices on our website. Fittleworth provides equal employment opportunities to all employees and applicants for employment without regards to race, religion / belief, sex, sexual orientation, marital status, pregnancy, maternity, national origin, ethnic background, disability, or age.