Customer Service Team Leader - - 43418 - Fletcher Building

General Information

Job Type

Permanent

Description

Fletcher Easy Steel is a renowned company in the steel industry, committed to providing high-quality products and exceptional service to our customers. We specialize in manufacturing and distributing steel products for construction, infrastructure, and engineering projects. With a strong reputation for reliability and innovation, we aim to be the preferred choice for our customers' steel needs.

As the Customer Service Team Leader, you will play a critical role in managing and motivating a team of customer service representatives to deliver excellent service and build strong relationships with our customers. You will be responsible for overseeing the day-to-day operations of the customer service department, ensuring smooth workflow, and resolving any customer issues or escalations that may arise.

Main responsibilities will include:

Leading and inspiring a small team (4-5) of customer service representatives to deliver outstanding service and exceed customer expectations.
Supervise and monitor team performance, providing coaching and feedback to enhance individual and team performance.
Collaborate with other departments, such as sales and operations, to ensure effective communication and resolution of customer inquiries and concerns.
Handle escalated customer complaints or complex issues, demonstrating a professional and customer-centric approach.
Monitor and analyse customer service metrics, generate reports, and present insights to management for continuous improvement.

What you will need:

Previous experience in a leadership role within a customer service or call center environment.
Proven track record of successfully managing a team and achieving performance targets.
Exceptional communication and interpersonal skills, with the ability to build rapport and establish positive relationships with customers and team members.
Strong problem-solving and decision-making abilities, with a customer-first mindset.
Excellent organizational and time management skills, with the ability to prioritize tasks effectively.

If you are a driven leader with a passion for customer service and are looking for an exciting opportunity to make a positive impact, we would love to hear from you. In return, you will be joining a team that is shaping the future of the steel industry, with awesome benefits including a leading maternity package, educational funding, great discounts, flexible working and lots of opportunities for future growth across our Business Units.

Our teams thrive on diversity, embracing various nationalities, languages, religions, customs, and lifestyles. Our diversity is one of the things that make us better together. If this role interests you, we encourage you to apply even if you don’t meet every requirement