Main Responsibilities:
- Oversea day to day management of the internal sales office team
- Directly manage simple team issues and refer to senior management when required for more serious problems, in line with company staff handbook
- Manage staff scheduling, attendance, and workload distribution. Review workload for each employee regularly to ensure fair distribution of responsibilities.
- Manage office environment to maintain a clean and professional appearance and customer centric culture, also including sample archive is up to date and tidy
- Supervise, mentor, and motivate the customer service & sales team to meet and exceed KPIs
- Conduct regular team meetings, performance reviews, and one-on-one coaching sessions
- Foster a positive, collaborative, and high-performance culture
- Manage sickness and holiday absence and bookings to ensure adequate cover at all times and support for key clients when primary contact is absent
- Ensure all customer inquiries, complaints, and requests are resolved promptly and professionally
- Maintain high standards of customer satisfaction and service quality
- Identify process improvements and implement solutions to enhance the customer journey
- Monitor team and individual performance metrics
- Track and report on key performance indicators (KPIs) and customer insights
- Provide feedback and recommendations to senior management based on performance data
- Maintain accurate records of customer interactions and sales activities
- Support onboarding and training of new team members
- Identify skill gaps and arrange ongoing training to enhance team capability
- Conduct regular meetings with operational production planning to ensure all live jobs are on time, or issues managed via customer service team where necessary
- Keep CS and sales teams appraised of issues in the factory and any effect on client delivery dates etc
- Ensure that customer requirements are well communicated to operational team by you and the CS team.
- Shuttleworth reporting as required to finance and sales functions
- Attendance and participation in key client review meetings
- Internal account management of selected key clients alongside management responsibilities
Skills and Attributes:
- Previous supervisory experience essential
- Previous experience of working within Customer Service essential
- Experience working within packaging sector desirable
- Ability to build relationships with customers while achieving business targets
- Understanding of Gross Profit and profit margins
- Strong leadership, coaching, and communication skills.
- Confident and enthusiastic, with a desire to continuously learn and develop yourself and others through mentoring and training
- Willingness and ability to communicate company directives to the team in positive, concise and effective manner
- IT literate and fully conversant with Microsoft Office suite
- Proactive character of high integrity, accountability and flexibility
- Full UK driving licence required (Travelling to occasional external customer meetings may be occasionally required via car or public transport)
Benefits for the Customer Service & Sales Team Leader include:
- Competitive Salary DOE
- 25 days holiday entitlement + 8 Statutory Bank Holiday allowance
- Company Workplace Pension
- Long Service Award, additional annual leave starting from 5 years’ service
- Death in Service
- Salary Benefits Program including :- Car Salary Sacrifice/ Cycle to Work/ Employee Discounts
- Recruitment Referral Program
- Annual Company Social Events :- Summer & Christmas
Working hours:
Monday–Friday, 37.5hrs per week. Some flexibility regarding start/finish times, minimum 7.5hrs per day excluding lunch time.
