Customer Service Team Leader

JOB TITLE: Customer Service Team Leader

LOCATION: Okehampton

SALARY: £25,000-£35,000 Per Annum

HOURS: 9-5.30 Monday-Friday, the company also operates a flexi working scheme and early Friday finish

BENEFITS: 24 days holiday plus Bank Holidays including Xmas Shut Down, Contributory pension scheme and Profit-share based bonus scheme, Flexi Time Scheme

THE ROLE: The Team Leaders primary responsibilities are to manage the Team Members in an effective manner that results in high levels of customer service in a timely and efficient manner with exceptional levels of accuracy and completeness while driving higher customer sales and retention by actively managing current, former and prospective customers.

As Team Leader, you will perform the typical duties expected of a Team Member in both Sales Admin and Inside Sales as work-flow and resources require.


Operational Duties

  • Management of the customer process to ensure customer enquiries are dealt with by the team on a timely and efficient manner while delivering a high level of customer service.

  • Routinely review process and methods looking for improvements that will increase efficiency, accuracy and timeliness

  • Order entry, quote processing & inside sales efforts (shared with the Team Members)

  • Answering customer calls and addressing the calls directly or passing them on to a qualified team member to address the call

  • Management website registrations and cleansing of inactive accounts

Training Duties

  • Ensure Team Members are adequately trained to perform the tasks assigned to them.

  • Build and implement an effective process for quote follow up, suggestive selling, and customer recovery

  • Train sales team to provide appropriate discounts within a framework as agreed upon with Senior Management

  • Provide constructive feedback to Team Members on a formal and informal basis

  • Provide additional training to eliminate recurring mistakes

Organization Duties

  • Approve Team Member Holiday requests in accordance with Company policy while ensuring adequate coverage within the available work hours of the team.

  • Work with Senior Management to develop and understand business objectives

  • Create measurable reporting metrics for all significant objectives

  • Provide Monthly statistics to Senior Management and the Team Members regarding performance against prior periods and targets

Management Duties

  • Direct Team Members to maintain positive motivational atmosphere

  • Direct Inside Sales team to develop effective sales tools to increase sales to existing customers, improve quote conversion to actual sales and facilitate overall product sales.

  • Maintain a high level of organization around the Sales Team's daily work routines and deliverables.

  • Ensure team meets reasonably established timelines

  • Maintain positive team balance that results in a high level of output

  • Act as first point of contact and source of direction in dealing with team HR administrative tasks including sick leave, holiday, timely attendance and grievances.

  • Represent corporate objectives in a positive and encouraging manner to Team Members


  • Management or Supervisory experience

  • Experience within a sales or customer service environment

  • Strong Analytical and problem solving skills

  • Ability to implement and streamline processes

  • A real people person with a 'can do' positive attitude

This is a unique opportunity to join a growing local company in a pivotal role with endless opportunity. If you would like to find out more please get in touch immediately for an informal chat.

Apply online email or call Vicky on 01392 426200

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Vicky Williams