Customer Support Team Leader

About the role The Customer Support Team forms an essential part of Oliver Kay depots by providing support to both external and internal customers. Ensuring all areas of ordering requirements are carried out to the highest standards through managing order emails, handling inbound calls and processing orders accurately. Along with dealing with queries and complaints and providing a satisfactory resolution that enhances their experience of dealing with Oliver Kay. We have an exciting opportunity to join the customer support leadership team. You’ll fill an essential role in helping us achieve our targets by delivering excellent service and support to our customers through coaching and managing the team. You must ensure a high level of customer service standard is demonstrated at all times, ensuring the smooth day-to-day running of the department and supporting the team to ensure deadlines are achieved, having a hands-on approach to cover when needed. Your main duties will include the ongoing development of your team in the form of coaching sessions and remote call monitoring. You will be expected to motivate, identify training needs, and ensure your team has the required skills to be successful in their role. As well as playing a part in managing departmental KPI’s and people management. You will be the primary point of contact for all internal and external customers, supporting with queries and providing a satisfactory resolution that enhances their experience of dealing with Oliver Kay and ensuring the customer is put at the heart of everything that you do. Ideally, you’ll have previous experience of working in a call centre environment, possess a professional and clear phone manner, demonstrate experience of using Word, Excel & Outlook confidently, and have a history of developing and coaching contact centre advisors. Most importantly, you must be used to working in a busy and challenging environment and meeting deadlines. The successful candidate will need to be a personable and professional individual, a strong and natural communicator, and a team player. Be an approachable source of support to their team and wider stakeholders and will have an accurate and methodical approach to your work with a passion to succeed. Due to the nature of the business, we operate over 7 days, flexibility is a key requirement as you will be required to work up until 6pm, including covering weekends on a rota basis.

About the Company Our journey began back in 1929. Since then, we’ve continued to build a strong and resilient business with a great future. It's why we believe we’re the best foodservice provider in the country.

A journey that gives back We want your career with us to be as rewarding as possible. So, you’ll get lots in return for your hard work. That includes benefits that can support your wellbeing and financial security, and give you peace of mind.

The essentials 25 days holiday (plus bank holidays) as a minimum and the opportunity to buy more A pension - contribute 4% and we’ll match you (after year 1, we’ll match your contributions up to 6%). Life cover that you can increase. Access to confidential support and counselling, when you need it. A health plan that gives you money back on everyday medical costs for all the family, as well as access to a digital GP. The extras

Exclusive range of high street discounts including cinema, tech, travel, fashion, food and drink. Get paid as you earn - access to up to 20% of your pay before payday. Opportunity to buy dental cover and critical illness cover. We want everyone to join our journey We’re on a journey towards creating the best possible workplace. We’ve got some way to go, but we’re building a diverse and caring workforce. One that’s filled with forward-thinking people who each bring unique talents and skills. So whatever your life experience, we want you to join us - and you really can come as you are! #J-18808-Ljbffr