Customer Service Team Leader

  • Location
    Sheffield, South Yorkshire
  • Salary
  • Category
    Office and Secretarial - Office Manager
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

Salary £27k (Depending on experience)

Adecco are currently looking for a Customer Service Team Leader in the Sheffield area.

You will lead confidently and proactively to manage and develop a team of Customer Service Advisors, providing support and direction on a day to day basis. This will include holiday and rota management, training, holding regular team meetings, monitoring performance of the CS team using KPIs and carrying out specific higher responsibility tasks.

You will possess excellent interpersonal and communication skills with an enthusiastic, pragmatic and pro-active approach when dealing with customers both externally and internally

Attention to detail is essential. You will be expected to build a basic understanding of the Vi product range to facilitate day to day order processing, with the expectation that technical questions and more detailed help requests are passed to the Technical Support team.

This role will facilitate the smooth integration between all aspects of daily operations with key internal contact between procurement, warehousing and technical support.


  • Lead and develop the Customer Service Advisor team - ensuring training and development needs are mapped out and achieved against a skills matrix

  • Drive a continuous improvement mindset. Finding solutions to problems and ensuring that process improvements and developments are found

  • Use CMS Supervisor to monitor call levels and KPI/performance of team

  • Monitor mailbox to ensure orders are being processed efficiently

  • Set rotas and authorise team holiday to maintain staffing level as set by Operations Manager

  • Maintain customers in Magento software for the website

  • Maintain Customer Master Database

  • Maintain designated corporate accounts, eg IVC - making amends as required

  • Set up new accounts in Sage as required on receipt of completed authorised New Account form from Finance

  • Answer calls in a timely and appropriate manner

  • Escalate technical questions to the Technical Support Specialist team as appropriate

  • Process telephone orders directly into the ERP system accurately, and give verbal feedback on stock availability to the caller

  • Inputting orders received by e-mail, and responding to customers as required

  • Processing, amending information as required, and releasing web orders to warehouse

  • Inputting key account orders as requested

  • Following up courier issues as raised, logging failures in the correct location

  • Using information provided by the Warehouse Manager, confirming requirements of customers for items on Back Order by telephone or email, once these are received into stock. Cancel order or release back order for picking as appropriate.

  • Correctly recording complaints received regarding service, including end to end order process errors and following up, referring product fault complaints to the Technical Support team.

  • Issuing returns forms and returns numbers to customers as required

  • Administration tasks as required, including use of Excel spreadsheets to record data

  • Undertake other tasks as requested by management.

  • Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that is in compliance with all Company policies and procedures

  • Adhering to Company policies, procedures, and directives regarding standards of workplace behaviour in completing job duties and assignments


£25,000 - £27,000 per annum (potential for a 10% bonus at the end of each year)

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Danielle Robson