Customer Service Team Leader **Internal Applicants Only**

Great Bear (Part of the Culina Group) provides distribution services to FMCG clients. Customer centric service focus is delivered through a site-level empowered culture.

At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired!

We have an exciting opportunity for a Customer Service Team Leader to join our team at our Desborough site on a full time permanent basis!

Salary: £30,000 - £33,000 per annum, depending on experience.

Working hours: Monday-Friday, 8am-4pm.

As a Customer Service Team Leader you will be responsible for leading and developing the Transport Administration team, ensuring the efficient delivery of administrative support to the transport operation while maintaining excellent customer service standards. The role acts as a key link between customers, drivers, Transport Supervisors and operational teams, ensuring accurate communication, timely issue resolution and the effective management of transport administration processes.

Key Duties of a Customer Service Team Leader

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Responsibilities

Supervise and develop the Transport Administration team, ensuring high standards of service and performance.; Allocate workloads and manage resources to meet operational and customer requirements.; Act as the escalation point for customer, operational and administration issues, ensuring effective resolution.; Manage customer communications, reporting, KPI production and service reviews.; Oversee transport administration processes, ensuring system accuracy, data integrity and compliance.; Manage POD processes, investigating and resolving outstanding or missing documentation.; Monitor team performance, provide coaching and conduct regular reviews and team briefings.; Manage absence, holidays and team cover to maintain operational continuity.; Support Transport Supervisors, the Transport Operations Manager and Contract Manager in achieving operational objectives.; Represent the business in customer meetings and SLA reviews, driving continuous improvement and customer satisfaction.; Ensure compliance with company policies, customer requirements and relevant legislation.; Undertake any additional administrative, operational or supervisory duties as required by the Transport Manager or Contract Manager.

Requirements

Exceptional attention to detail and accuracy.; Excellent organisational and time management skills.; Ability to work independently with minimal supervision.; Strong team-working and collaborative approach.; Proven ability to prioritise workloads and meet deadlines.; Excellent problem-solving and decision-making skills.; Strong supervisory, leadership, and motivational abilities.; Ability to train, coach, and support others to achieve agreed targets.; Experience in monitoring, reviewing, and evaluating performance against objectives.