Customer Service Team Leader
On-siteImmingham, England, United Kingdom
Job Summary
Oversee day-to-day activities of Customer Service Coordinators, delegating tasks and managing workloads to meet business priorities. Act as the first point of escalation for customer and team-related issues, ensuring enquiries, delivery issues, delays, and tracking requests are resolved efficiently. Monitor workload volumes to adjust team resources and provide coaching, guidance, and ongoing support to team members. Produce KPI reports and ensure service level agreements are consistently achieved. This role requires previous experience leading teams and strong communication skills in a fast-paced environment. Join DFDS to drive team performance within a diverse, inclusive culture.
Required Qualifications
- previous experience leading, motivating, and developing a team
- strong delegation and performance management skills
- confident communicator
- excellent verbal and written communication skills
- positive, can-do attitude
- enjoy solving problems in a fast-paced environment
- empathetic to both customer and colleague needs
- able to think on your feet
- confident making decisions when challenges arise
- natural motivator
- leads by example
- committed to driving team performance
- creating a positive and supportive working environment
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