Customer Services Team Leader - Edinburgh, United Kingdom - Vegware Ltd

Description

Vegware are excited to share our opening for a talented and dynamic Customer Services Team Leader in our successful and growing company.

Our brilliant people are our biggest asset so we want Vegware to be a great place to work.

That's why we offer competitive salary, a private healthcare plan packed with rewards, hybrid and flexible new ways of working to support personal needs, performance bonus and many more.

All from our city centre location here in Edinburgh.

Our Customer Service team are right at the heart of our business and they support both our great customers and their colleagues across Vegware (Sales, Commercial, Finance etc.

The Customer Service Team Leader will manage our Customer Service Advisors in the team and help them to provide the very best service to our customers.

They oversee day to day activities and provide support to the advisors, as well as playing a key part in warehouse liaison, order management and stock review.

This role is not your usual "customer service team leader" role, Our team leaders make an impact right across the business, ensuring all departments keep the customer as central in their daily routines.

Our vibrant Customer Service team work closely together and independently to support all our customers across the UK, Europe and beyond.

They manage orders, queries and much more and their relationships with other teams in Vegware is just as crucial as their work with external customers.

It's never dull in our Customer Services team and no day is ever the same.

The team support each other, live our Values (
Team Work, Respect, Fun, Authenticity, Accountability and Creativity) and take huge pride in getting things right, first time.

Our new Team Leader will embody our values and have a track record of getting the best from teams and delivering great Customer Service.

They will love developing people and supporting careers, as well as being able to have the ability to improve process and consistently meet targets.

Key responsibilities

• Coaching and running a team of customer advisors to deliver excellent customer service to our clients.
• Be the escalation point for the team covering complaints, inbound orders, enquiries and issues.
• Follow up, account management and other outbound sales activities.
• Setting an example

- embodying service excellence.


General responsibilities

• Overseeing the client service advisors day to day tasks as well as supporting and encouraging the team
• Managing any issues within line reports; absences etc.
• Identifying areas within the team that require training and development and delivering relevant support and training
• Ensuring workflow management is monitored and executed to service level expectation.
• Supporting the team on international orders and order requirements. Export document management
• Point of contact with the warehouse at the weekly meeting and daily catch ups

- holding our third party accountable for meeting our customer service levels.

• Stock management and order availability are key to delivering service and this role holds the key between sales and supply chain to deliver OTIF to our customer expectation
• Involvement in Continual improvement projects and RCA review to effect meaningful improvement in processes.

Person specification

Skills and abilities

• Excellent attention to detail and organisational skills
• Good written and listening communication skills. Excellent IT skills.
• High emotional intelligence.
• Task driven and result driven.
• The ability to work efficiently and under pressure. An amazing multi tasker
• A great motivator. Empathetic, motivating and supportive
• High levels of integrity
• A real team player.
• Comfortable with change
• Great telephone and written tone of voice

Experience

• At least 1 year of people management experience
• Experience of handling and prioritising a large volume of incoming enquiries.
• Experience of working in a fast pace environment.
• Export experience desired but not essential

Knowledge

• Competent and comfortable with Microsoft Excel, and Word.
• Good knowledge of customer service requirements passion to deliver on service promises is more important than theory
• Basic understanding of FMCG environment

Salary:
£30,000.00-£33,000.00 per year


Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Flexitime
• Gym membership
• Private medical insurance
• Sick pay
• Wellness programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• EDINBURGH: reliably commute or plan to relocate before starting work (required)

Experience:

• Management: 1 year (required)

Customer Service: 2 years (preferred)

Work Location:
Hybrid remote in EDINBURGH