Customer Service Team Leader

Company Description

We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. Our brand promise – when you need to be sure – underscores our commitment to trust, integrity and reliability.

SGS’s Business Assurance division helps companies build trust and manage risk through certification, audits, training, and advisory services—empowering them to meet global standards and boost performance.

• Job Title:
  
  Customer Service Team Leader
• Job Type: Permanent
• Location:
  
  Oldbury office (hybrid model after probation completed)
• Hours:
  
  Monday to Friday 37.5 hours
• Salary: £34,000 to £36,000 pa DOE
• Industry: Business Assurance

• To lead and develop the customer service team to deliver outstanding customer service to clients in line with accreditation requirements, internal procedures and service level agreements
• To act as an escalation point for complex customer issues and drive continuous improvement to enhance customer satisfaction while supporting business objectives
• Day to day line management of the Customer Service Coordinators

The ideal candidate for this role is someone who has experience in Resource / Team Management within a call centre, industrial or manufacturing background.

• Level 3 in Customer Service or Team Leading
• Driving licence
• Competent user in MS Office packages and databases such as Power BI
• Proven customer service leading experience

• Performance related bonus (subject to eligibility criteria)
• Private medical cover (subject to eligibility criteria)
• Competitive pension scheme + Life Assurance
• Generous Annual Leave allowance (increasing with service) plus bank holidays
• An additional day off for your birthday
• Length of Service Awards
• Christmas Vouchers
• Health & Wellbeing initiatives
• Discounted Gym Membership