Customer Service Team Leader

VANRATH is delighted to have partnered with a leading FMCG provider of frozen, chilled and ambient foods - this company is seeking to recruit a Customer Service Team Leader to join their talented and growing team.

The office is located at Newry.

Salary
£34,000 + up to £2,000 bonus + Fantastic Benefits

We are looking for someone with a passion to lead, motivate and co-ordinate our Telesales and CS team. This is an office-based role that offers massive progression for the right candidate.

This position plays a vital role in boosting performance, strengthening customer relationships, and contributing to the overall commercial strategy. You will oversee daily operations, provide coaching and development for team members, and ensure performance targets are consistently achieved and exceeded.

Responsibilities:

• Drive telesales/CS performance by setting, monitoring, and reviewing KPIs to keep the team aligned with overall business objectives.
• Support, mentor, and lead the telesales/CS team, coaching individuals to improve productivity, effectiveness, and product knowledge.
• Deliver training programmes and development initiatives to continually strengthen the team's skills and confidence.
• Maintain accurate customer price files, prepare quotations, and manage pricing for both new and existing business opportunities.
• Partner with Business Development Managers to refine telesales strategies and create compelling quotes for prospective clients.
• Build and maintain strong customer relationships, ensuring satisfaction, retention, and professional handling of any escalated complaints.
• Work collaboratively with internal departments such as sales, credit control, and operations to ensure seamless customer service.
• Track compliance with company policies, including absence management and other staff-related procedures.
• Compile, analyse, and present regular telesales and performance reports to senior management.
• Identify opportunities for process and system improvements, escalating where required to boost operational efficiency.
• Oversee, review, and update Standard Operating Procedures (SOPs) to ensure best practice across the telesales function.
• Manage administrative processes to guarantee full coverage of account openings, credits, pricing updates, and online activities.
• Take on additional projects and responsibilities as delegated by the Wholesale Director.

Essential Criteria:

• 2-3 years in Telesales/Sales/CS Management
• Proficient with CRM systems and MS Office

Desired Criteria:

• Experience in FMCG/Foodservice/Wholesale
• Experience preparing quotes and pricing
• Understanding of sales margins, telephone systems, reporting tools

Some positive candidate feedback we've received-

''Excellent recruitment service. VANRATH helped me secure a new role within days of first contact and the team couldn't be more helpful and responsive since I began my new position. Would highly recommend that anyone looking for employment registers with VANRATH as they are head and shoulders above other agencies that I have dealt with.

''I very much enjoyed my experience with VANRATH. They were great to work with, very friendly and efficient and streamlined everything for me so I had the least amount of stress as I went in for interviews. Looking forward to starting in my new role!''

''Had a great experience with Vanrath. Being new to Northern Ireland, they made me feel very welcome. The team provided lots of tips and support for job opportunities. Would thoroughly recommend the Vanrath team!''

INDCG