Customer Relations Team Leader - London, United Kingdom - Paul Rhodes Bakery Limited

Paul Rhodes Bakery Limited

Verified Company

London, United Kingdom

8 hours ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

**Customer Relations Team Leader

Remote Working**Paul Rhodes Bakery is looking for a passionate, driven and professional customerfocused team leader to join their Customer Service Team. Our customer base includes top restaurants and hotels, independent cafes and delis, and major sporting and entertainment venues.

_ This role is based on working from home, but we expect that you will need to work on-site at the Bakery once a week._

_To be considered for this role, please ensure to include a COVER LETTER with your CV. In the cover letter, you should let us know why this role is of interest to you and why you feel you would be a good fit._

Key Responsibilities:

Service Level Management

Providing a clear direction and guidance to ensure consistent achievement of key performance metrics
Monitoring Customer Service issue log for repeated issues and trends.
Conducting daily high level checks to ensure there is clear visibility of customer orders and no risks to the business, including overseeing order checks and spend to capture any missed or incorrectly processed orders.

Daily Operational support

Encouraging the team to meet company deadlines for ordering and monitoring closely.
Ensuring ad hoc tasks such as delisting, portal updates, transaction changes, BK schedule and any other task within team leader ownership is managed correctly and within the expected deadlines.
Supporting the daily flow whether orders or calls when and if required as per the business needs.
Conducting daily checks to ensure and sign off all tasks is completed and handled as per process guidelines and expectations.
Working closely alongside Manager & Key Account Managers to continuously review improvement measures and quality improvements for the business and our customers.

Other Key Responsibilities:

Sharing Team rotas and weekly assignment plans ensuring all shifts and responsibilities covered
Support signing off team training ensuring all team members are cross trained and following appropriate guide and signing off skill trackers. Including conducting regular refresher coaching and training sessions and other activities to ensure learning and development is consistent
Facilitates a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members & encourages feedback and the sharing of ideas & best practice
Maintains an environment which supports the spirit of teamwork & where advisors are committed, loyal and take pride in working for the company.
At least 1 years' experience working within a busy call centre environment.
Outstanding communication and leadership skills.
Commercial awareness and professionalism.
Effective problemsolving skills and active listening skills.
Effective time management skills.
Ability to organise and prioritise, set priorities and multitask.
Selfmotivated and an excellent team player.
Excellent attention to detail with strong decisionmaking skills.
A 'customer first' attitude and approach to working.
Patient and with the ability to remain calm in stressful situations.
Ability to receive and provide constructive feedback.
Good working knowledge of Word, Excel, Google sheets and Outlook.

Hours of work are 40 per week (including breaks) working 5 days a week on a rota basis between 7 am and 5pm.