Job Title: Customer Service Team Leader

Location: Office based at our site in Watford, WD24 7RY

Salary: Competitive DOE

Hours of work: Core hours of work for our business are Monday to Friday 08:30-17:00 (40 hours) however we do have various working patterns around these core hours too so may require flexibility on occasion.

Who are we?

Vegetarian Express specialise in delivering plant-based ingredients, ideas and inspiration to chefs across the UK for eating out of home. With the astronomical rise in popularity of plant-based, vegan, vegetarian and flexitarian diets, Vegetarian Express are uniquely placed in Foodservice to meet with this demand, and as such are rapidly growing and expanding.

Nationally they supply more than 4,000 skilled chefs from customers such as Compass, Baxterstorey and CH&Co, as well as a ton of Independent operators. Vegetarian Express work with customers to create plant-based menus that are enticing, better for consumers health, the planet and commercially for businesses.

Vegetarian Express are proud to be a certified B Corporation. This means they are part of a growing number of progressive businesses around the world that truly believe in the power of business to do good things and, more importantly, are doing something about it.

Main purpose of the role:

We have an exciting opportunity to join our Customer Service team as a Customer Service Team Leader. We are looking for a strong team player who can lead and motivate a growing team of Customer Service Advisors and Customer Support Administrators to deliver exceptional customer service. This role will entail ongoing reviews of processes, platforms and performance. You will be a key figure in championing business improvement to drive our growth plans for 2023 and beyond.

Key job responsibilities:

Work closely with our Customer Service team; providing motivation, mentoring, coaching and day-to-day supportConduct regular one to one's and regular reviews, including annual appraisalsConduct training needs analysis for the team and devise development plansCreate and maintain induction and ongoing training documentationLead training, coaching, feedback sessions or meetingsEnsure fair and consistent application of performance managementMonitor individual, team and call centre results to identify and act on positive and negative performance trendsCollaborate with management and other departments to identify and implement positive changes and increase efficiencyReview processes, data and reports to monitor and improve customer experienceAddress and resolve escalated customer complaintsMaster more specialist activities including supporting our E-Commerce and Web Portal platforms, running reports and investigating age debt with our Finance departmentAssist Sales & CS Centre Manager to identify areas of improvementAny other duties as requiredHave fun and enjoy coming to workWhat do you need?

Proven experience of managing teams in a contact centre, operational or client facing environmentPrevious performance management experiencePrevious experience within an omni-channel environmentAbility to deal with difficult situations or points of conflictStrong knowledge of MS OfficeEffective resource planningCritical thinking skills; ability to evaluate situations and provide solutions or an alternative approachMonitoring and Assessment; ability to identify areas of improvement and support via feedback and coachingApproachable and Collaborative; ability to motivate and empower the team to deliver great Customer ServiceStrong written and verbal communicationWhat will differentiate you?

Previous recruitment experienceSage 200 system or another WMSPrevious experience within a FMCG environmentPrevious experience with both D2C and B2B customersIn return what do we offer?

25 days holiday, additional annual leave purchase (up to 3 days)Cash health plan (money back for dentist, opticians etc.)Life assurance (4 x salary)Employee recognition & incentivesStaff discount on ALL productsPension (3% employer and 5% employee)FREE breakfast provided through custom-made breakfast barFREE PARKINGWe promote good physical and mental health and can provide additional support to our employees via our Employee Assistance ProgrammeCandidates with the experience or relevant job titles of; Enquiries Assistant, Enquiries Advisor, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer, will also be considered for this role.