Customer Service Team Leader

Salary Starting £29,500.00

Location Steeton

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

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

Key responsibilities include:

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

Skills and Experience:

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

We Recognise Your Efforts

Acorn Achievers: Monthly awards scheme with £100 vouchers for winners and £50 vouchers for runners-up.

Recommend a Friend: Earn up to £100 if your referral joins Acorn.

Please, apply now if you want to be considered for this role.

All recruitment communications will come solely from our internal Recruitment Team at Acorn Stairlifts.

Please note: this position may close early if we receive a high volume of qualified applications. To ensure ample consideration, please submit your application as soon as possible.

The Company

Acorn is a world-leading company, producing over 70,000 stairlifts annually and trading in more than 80 countries. A one-stop-shop for stairlifts, Acorn manufactures, sells direct to the public, installs and maintains home stairlifts. It has built its global reputation on quality, reliability, customer service and industry-leading response times, especially for curved stairlifts.

Employing over 1,500 people worldwide, Acorn offers a wide range of career opportunities in all sectors of its growing business. It is committed to placing the right people in roles which match their abilities and ambitions, then helping them develop still further to reach their full potential as part of the Acorn team.