Customer Support Team Leader (Office Based)

The Millboard Company Ltd
10 Mar 2018
25 Mar 2018
Contract Type
Full Time
The Millboard Company Ltd is the leading manufacturer of premium wood-free outdoor flooring. The company employs over 100 people based in Warwickshire and proudly designs and manufactures in Great Britain. Recognised as the leading brand for wood-free alternatives in the UK, Millboard is a unique, wood-free alternative to composite and timber decking manufactured from a unique polyurethane resin blend. In 2015 The Millboard Company Ltd was awarded the accolade of one of the best 1000 Companies to Inspire Britain by the London Stock Exchange. In addition to this, we have just been placed in the Top 50 fastest growing companies in Coventry & Warwickshire according to the BDO’s Growth Barometer.

We now have an exceptional opportunity for an experienced Customer Services Leader to join our growing team, with responsibility for ensuring the Customer Support team provide a first class service to our customer base. This will be achieved through effective coaching, mentoring, development and quality management to achieve and exceed expectations and desired outcomes.


Leadership Responsibilities

Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectationsManage, lead and develop a team to ensure that they satisfy the requirements of their roleLead the team to achieve customer and client satisfaction by ensuring first time resolution to all customer enquiries raisedEnsure that staffing and resource is managed in the most effective way, adjusting to changes in service delivery and customer demandTo identify opportunities for continual improvement to Service Delivery, initiating changes to the benefit of the customer, liaising with internal teams to gain buy in across all departments and service delivery areasTo ensure that the team are fully equipped to complete their tasks through regular training, coaching and development activitiesTo monitor the daily performance of the team, providing timely feedback and implementing performance improvement where necessaryTake ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.Customer Support Responsibilities

To process all incoming calls, servicing the customer needs directing them towards the department objectivesTo respond to customers emails promptlyAlways offer customers extra buying options appropriate to their requirementsPro-actively make outbound calls following quotations and sample requestsAchieve targets set through KD referrals + Project referrals and salesSetting appointments where relevantOther duties as assignedPerson Specification

Previous team leadership/management experience within a Customer Services settingExcellent telephone skillsExcellent listening skillsAbility to deal positively with constructive feedbackHighly articulate with a high standard of literacyA passion for offering a first class serviceAbility to work at a fast paceWarm and friendly attitudeResilience when dealing with difficult discussionsTo be able to work within a team, in a high pressured environmentWorking Hours

7.30am to 5pm, Monday to FridayRewards & Benefits

22 Days Leave + Public HolidaysPensionEmployee Assistance ProgrammeEyecare ContributionsNO AGENCIES PLEASE

Note to applicants – Once we have received your completed application, this will be reviewed against set criteria for the role. Due to the volume of applications received, if you do not hear back after 2 weeks please assume on this occasion that unfortunately you have been unsuccessful.

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