Customer Service Team Leader

JOB DESCRIPTION

Job Title: Customer Service Team Leader

Reporting To: Operations Manager

Job Summary: The Customer Service Team Leader is responsible for managing a team of customer service representatives, overseeing the performance of subcontracted drivers, ensuring fleet management is aligned with operational standards, and maintaining transportation compliance. This role requires a balance of leadership, customer service expertise, and logistics oversight to ensure smooth operations and high levels of customer satisfaction.

Key Responsibilities:

• Lead and motivate a team of customer service representatives, ensuring high standards of service and productivity.
• Oversee daily team workflows to ensure that tasks are efficiently prioritised, and customer inquiries are handled promptly and professionally. Ensure adequate coverage during peak times or staffing shortages.
• Implement and monitor quality assurance practices to ensure customer interactions (via phone, email, or in-person) meet the company’s service standards. Conduct regular reviews of customer interactions, identify areas for improvement, and maintain consistency in service delivery.
• Boost a culture of collaboration and open communication within the team. Encourage teamwork, share best practices, and create an environment where staff feel comfortable raising concerns or suggestions for improvement
• Provide regular updates to the Depot Manager regarding team performance, customer feedback, operational challenges, and suggestions for improving service.
• Oversee the day-to-day operations of subcontracted drivers, ensuring timely and accurate deliveries/collections.
• Monitor the performance of drivers and the subcontractor fleet, providing feedback and managing performance to meet company standards.
• Ensure compliance with transport regulations, including safety, legal, and environmental standards.
• Act as the main point of escalation for customer complaints, transport-related issues, and operational concerns.
• Collaborate with the Operation Manager to ensure fleet maintenance schedules and vehicle safety checks are completed on time.
• Liaise with customers to manage any transportation-related queries, complaints, or issues, providing solutions in a timely manner.
• Ensure that customer expectations regarding delivery times, service levels, and product condition are consistently met.
• Track and analyse key performance metrics related to fleet management, delivery timelines, and customer service satisfaction.
• Oversee customer service administration, including reporting on team performance, operational updates, and customer feedback.
• Provide training, guidance, and development to customer service staff to enhance skills and performance.
• Ensure all administrative tasks, such as updating tracking systems, managing complaints, and reporting, are handled accurately and promptly.
• Perform any additional tasks or special projects as assigned by the depot manager.

Personal Attributes:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Problem-solving mindset, with a focus on customer satisfaction and operational efficiency.
• Ability to remain calm under pressure and resolve conflicts effectively.
• Detail-oriented and organised, with the ability to multitask and prioritise effectively.
• Proactive and able to work independently as well as collaboratively.

Experience:

• Minimum of 2-3 years of experience in a customer service role, with at least 1 year in a leadership position.
• Proven experience in fleet management or managing subcontracted transport operations is an advantage.
• Experience in handling customer complaints, especially in transport or logistics-related contexts

Knowledge:

• Strong understanding of transport compliance, fleet management, and delivery systems.
• Familiarity with logistics and transportation software (e.g., tracking systems, route optimisation tools).
• Proficient in MS Office (Outlook, Excel, Word).
• Knowledge of health and safety regulations in relation to transportation and driver safety.

Education:

• Leaving Certificate or equivalent (required).
• Additional certifications in logistics, fleet management, or customer service (preferred but not required).

*The above details are intended to give an outline of what is involved in this position, the information supplied is not exhaustive and is subject to amendment*

Job Type: Full-time

Benefits:

• Bike to work scheme
• Company events
• On-site parking
• Wellness program

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (required)
• Fleet management: 1 year (required)
• Microsoft Office: 2 years (preferred)

Work Location: In person

Application deadline: 30/12/2024