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  • Customer Service Team Leader

  • Business: P&H Division
  • Sector: Customer Services
  • Location: Crick, Northamptonshire
  • Salary: £Competitive + Benefits
  • Hours of work: 40
  • Position type: Permanent
  • Job type: Full Time
  • Date posted: 02-Dec-2019
  • Job reference: 24793

Job Description

Customer Service Team Leader 

Location - Crick, Northamptonshire M1 (Jct 18) 

Are you an ambitious Customer Service Team Leader whose looking for a new challenge? If you thrive in a customer-focussed environment and enjoy motivating and leading a team then we are looking for you to support our Own Brand Team within our Plumbing and Heating division, part of the Travis Perkins group. 


The Role 
As Customer Service Team Leader you will provide a first class customer experience for our online Customer Service teams, deputise in the absence of the Customer Service Manager and ensure the customer service team delivers quick and efficient solutions to our customers queries. 

Principle Accountabilities: 
  • Support in the recruitment, retention and development of members in the Customer Service Team to ensure best service practice in a supportive and brand passionate atmosphere.
  • Build an in depth knowledge of branch operations & systems to enable quick and efficient resolutions to customer queries. 
  • Identify opportunities to improve the service we provide and be able to articulate and implement change to enable us to deliver excellent and evolving customer service.
  • Resolve a breadth of day to day queries efficiently and effectively. Handle escalations and follow up to ensure resolution is resolved.You will also support the wider team in answering branch queries, including  the own brand branch helpline, and resolving issues and providing  advice as appropriate. 
  • Liaise with stakeholders from various internal support departments to provide quick and efficient response handling.
  • Provide administrative / project support to the Customer Service Manager.
What we are looking for: 
  • Practical managerial experience in a customer-facing experience either in a call centre or retail environment
  • Experience of managing a diverse range of enquiries associated with web sites
  • Administration skills that demonstrate attention to detail
  • Excellent Team Management skills
  • Excellent written & oral communication skills
  • Organisation & time management skills
  • Strong attention to detail
  • IT literacy
  • Knowledge of online services and social media monitoring

The ideal candidate will have previous experience within a customer - focussed role, with a background in Customer Services whether it’s customer facing or office based.

About us:

PTS is a leading distributor of domestic plumbing and heating products to a varied customer base  including major contract customers, house builders and housing associations. With a network of more than 90 branches, PTS is ideally placed to meet the needs of customers, wherever they may be, and offers a fast and efficient on time in full delivery service. PTS is also the sole supplier of key products and services to British Gas.


As part of the Travis Perkins Group, one of the UK's leading companies we’ve got the supportive culture of a family run business and an entrepreneurial mindset. Recognised as one of Britain’s Top Employers since 2010, we offer our employees access to extensive career opportunities across over 20 leading businesses. We operate out of more than 2,000 outlets nationwide and have over 28,000 colleagues.


What you’ll get:

Competitive salary + eligible for monthly performance related bonus

Pension scheme

A wide range of benefits (salary exchange, share incentive plan, colleague discount across all Travis Perkins Group and discounts for more than 1000 retailers)

Support, guidance and training throughout your role

The opportunity to both work in and develop your career in an exciting, fast-paced  environment.


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