Customer Services Team Leader - Middleton

JW Lees have an exciting opportunity for a Customer Service Team Leader to join the established Customer Service Team based from our Greengate Brewery in Manchester. This unique role will play a vital role in supporting the Customer Service Manager and offering cover and support to the team. Driving the performance of the team, the Customer Service Team Leader will ensure that team members are always exceeding their KPIs as well as delivering the best possible customer service.,

• Work closely with the Customer Service Manager to develop and implement customer service policies and procedures.
• Assist with the daily operations of the customer service team.
• Understand all roles within the department to offer cover during holidays and absence.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department as required.
• Handle complex and escalated customer service issues.
• Produce and analyse reports to see if customer service levels are being maintained.
• Liaise with company management to support and implement growth strategies.
• Assist with customer service projects and initiatives.
• Assist with staff training and coaching needs.
• Understand customer behaviour, needs and feedback and use this knowledge to design current and future services.
  
  A minimum of two years' experience of working within a similar position.
• Organised and can prioritise, delegate and manage duties effectively.
• An effective communicator, able to build relationships at all levels of the business.
• Have a true understanding of what it takes to succeed in a sale driven environment
• Warm, friendly and approachable and able to represent the business in a professional manner.
• IT literate, with a strong knowledge in Microsoft Office packages
• Advanced Knowledge of Excel.
• To be able to assist in the management and leadership of a team to ensure exceptional performance.
• Confident, outgoing, fast paced, results orientated, structured and organised.
• Positive and upbeat with a "can do attitude".
• Hardworking and self-motivated.
• Driven to work as part of a team.
• Flexible and adaptable.
  
  Proudly family owned and nearly 200 years old, JW Lees are the original modern, traditional brewer. With 150 pubs, inns and hotels across the North West and North Wales, we are passionate about great beer, fantastic food and memorable experiences.
We put people at the heart of our business, always doing the right thing and always sticking together. Our six values are at the heart of everything we do: Proud - Savvy - Honest - Passionate - Personal - Together


• Private medical with BUPA
• 30% discount on food and drink across our pubs and inns for you and friends and family
• Discounted stays in our hotels and inns
• Annual profit share, ensuring you share in the success of the company
• Wellbeing support with our Employee Assistant Programme
• Great opportunities to grow in your role and progress your career