Customer Service Team Leader
Job Description
We are currently looking for a Customer Service Team Leader/Supervisor to join our UK Customer Service Team based at our Headquarters in Steeton (West Yorkshire, UK).
The purpose of this role is to create a positive, high-performing environment where Customer Service Coordinators are empowered to deliver exceptional customer experiences.
The Team Leader will motivate and develop colleagues, drive service excellence, champion continuous improvement and ensure customers receive professional, efficient and compassionate support at every stage of their journey with Acorn Stairlifts.
If you are an enthusiastic person, who has experience in leading a team and delivering excellent customer service, we would love to hear from you!
Type of Contract: Full Time, Permanent
Starting Salary: £29,500
Working Hours: Monday to Friday - 8.00am to 5.00pm (1 in 4 weeks evening shift of 10.30am to 7.00pm)
Benefits of working at Acorn:
- Induction and training programme
- Investors in People award
- Healthcare and pension provisions
- Free on-site parking
- Excellent transport links to Leeds, Bradford, and Skipton
- Cycle to work scheme
- Company Events
- On site Canteen (Subsidised food)
- Gym Membership discounts
- Health & wellbeing programme
The Ideal Candidate
- Proven experience within a customer service operation
- Customer-focused with a genuine desire to improve both employee and cuustomer experiences
- Strong people leadership and coaching skills
- Experience handling customer escalations and complaint resolution
- Ability to analyse performance and identify improvement opportunities
- Ability to build effective working relationships across teams
- Excellent interpersonal, influencing and communication skills.
Must be able to display the Acorn Values
OUR VALUES
- Quality of the products we make and sell and the service we provide
- Unity Working together as one team
- Integrity Acting responsibly and honestly to deliver on our promises
- Caring About our customers, each other and the wider community
- Ambition Taking Pride in all we do and striving to improve
Key Responsibilities
- Lead and support a team of Customer Service Coordinators to deliver exceptional customer service
- Ensure customer enquiries, service requests and complaints are handled efficiently, professionally and within agreed service levels
- Act as the first point of escalation for complex customer issues, working to achieve positive outcomes
- Monitor team performance against key performances indicators, service standards and quality measures
- Conduct regular one-to-one meetings, coaching sessions and performance reviews with team members
- Support training, onboarding and ongoing development of Customer Service Coordinators
- Foster a positive, engaged and customer-focused team culture
- Recognise and celebrate individual and team achievements
- Ensure compliance with company policies, procedures and quality standards
- Identify opportunities to improve customer experience, efficiency and team peformance
- Support the implementation of new processes, systems and service initiatives
- Produce and maintain accurate records, reports and performance data as required
Salary Package
£29,500
Benefits
- Excellent Transport Links to Leeds, Bradford and Skipton
- Free Parking
- Healthcare Provision
- Induction and Training Programme
- In-house Canteen
- Life Insurance Cover
- On-going Coaching and Development
- Pension Provision
About the Customer Service Department
Our Customer Service department strives to make each, and every aspect of our customers’ experience a positive one, leaving lasting impressions on our customers by assisting them in the best ways possible. Opportunities within customer service include team leaders, customer service and customer relations administration, planning, installation coordinators and field service roles, including installation and maintenance engineers.
Working with Acorn Stairlifts
Employing around 1,500 people worldwide Acorn is the world's largest independent manufacturer and supplier of straight stairlifts, with sales in over 80 countries and offices on 4 continents. Acorn achieved the Investors in People award and continues to invest in its most valuable resource: its people.
