Customer Services Team Leader

Reference: 4117

Would you like to kick start your career in a supportive, collaborative and innovative company? Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? About the Team Softcat is one of the UK's Leading IT Infrastructure providers and a FTSE 250 listed company. We're passionate about outstanding employee satisfaction and world-class customer service – both which inspire our flexible, friendly approach to business.

You will be joining Softcat's Customer Services Team in our Marlow Head Office. The Customer Services teams primary focus is to manage the returns process from start to finish and to assist with rectifying customer billing issues for set Sales Teams.  Success. The Softcat Way. At Softcat we want to support you at every stage of your career. Whether that means stepping up into a more senior role, taking on more responsibilities in your current role or broadening your skills and experiences in a different department, we encourage all our employees to develop and grow with us. 

Your Role As a Customer Services Team Leader, you will be accountable for delivering exceptional customer outcomes, developing future talent, driving operational excellence, and ensuring your team contributes meaningfully to the wider Business Operations strategy. What you'll be doing Daily management of the team; ensuring daily tasks are completed and deadlines are achieved, managing resource and leading team meetings.  Completing regular 1:1s and annual PDRs with team members, taking a proactive approach in supporting the development of your direct reports.  

Playing an active role in the recruitment for the team alongside the Customer Service Manager. Responsible for onboarding new members of the team and ensuring this is effectively delivered.  Contributing to and executing team strategy alongside your fellow Customer Services TL and Customer Services manager. Directly support and assist the Customer Service Manager. Creating additional team-based projects to support the Management Team.

Demonstrate a strong financial understanding of the key business systems and processes used across the organisation. Identify, investigate, and resolve operational issues efficiently, using sound judgement and problem-solving skills Gaining an excellent level of understanding of the Customer Services team processes and their impact.  Collaborating with various teams to understand and document business system processes. Analyse and identify areas for process improvement and implement changes, including providing support and training to team members on system processes.

Resolving all queries and discrepancies with both customers and suppliers.  Maintaining strong relationships with our top suppliers to improve processes and escalate cases.  Building and maintaining strong relationships Team Leaders and Managers of internal teams within Business Operations.  Being a point of escalation for Customer Service Executives and the wider business.  Responsible for customer credit sign-off process. Maintain a strong commercial awareness to support business objectives and customer outcomes.

Manage team annual leave, sickness absence, and resource planning effectively, ensuring appropriate coverage during peak periods and in line with business needs. Champion employee wellbeing by maintaining up to date mental health awareness training. Identifying when additional support may be required, and partnering with HR and management to ensure colleagues receive appropriate guidance and support in line with company policies and procedures.

What we need from you To have excellent time management and organisation skills to effectively manage additional workload and responsibilities as well as…