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Job description

Customer Service Team Leader
Office Based, Birmingham, Castle Vale (B35 7AG)

Reporting to Director of Digital & Marketing

We are designers, developers, and retailers of sports, leisure and mobility equipment. The business is looking to recruit a dynamic, customer centric customer services team leader to provide first class service to our customers across Tandem Group plc.

Key Responsibilities & Accountabilities

• Answering and dealing with enquires/sales calls.
• Processing sales orders for websites and Marketplaces
• Using the database and software packages to input customer order details.
• Loading products onto marketplace databases
• Dealing with customer queries.
• Replying to customer emails & live chat.
• Dealing with a high volume of incoming phone calls.
• Other flexible duties to cover other departments as and when required.
• Management & leadership duties of small team
• Assisting with cross-functional tasks & general duties.

Person Specification
The successful applicant will have the ability to learn a range of different products sold across the group both online and in our showroom. Product ranges consistently change, and one needs to be pro-active in their approach to product knowledge.
They must be friendly, confident, and have great people skills. The ability to listen to a customer’s needs is paramount; offering the best advice based on this. The successful applicant must also be able to work pro-actively & independently, be commercially and customer focused and lead a small team. Fantastic telephone skills and excellent written skills are a must and experience of certain computer packages such as Microsoft Outlook is preferable.

Skills Required

• Evidence of effective interpersonal, coaching and leadership/supervisory skills.
• Previous Team Leading / Managerial experience is essential.
• Previous experience working in a call centre environment is essential.
• Excellent verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective problem-solving skills.
• Performance management skills and experience.
• Client/customer management skills

Benefits

• Free onsite parking
• 25 days holiday per year plus bank holidays
• 2 x life insurance cover
• Company pension contribution schemes (after probation)
• Companywide product discount
• Group Rewards & Benefits Scheme discounts and cashback at leading retailers, discounted gym memberships, 24/7 GP helpline, eyecare savings and more.

Hours of work
8.30 am to 5pm Monday to Friday and occasional weekend cover (remote working).

Salary
£24,000

Job Types: Full-time, Permanent

Salary: £24,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay
• Store discount

Schedule:

• Holidays
• Monday to Friday

Ability to commute/relocate:

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

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 3 years (preferred)

Work Location: In person

Reference ID: TGT CS Team Leader
Expected start date: 14/08/2023