Customer Service Team Leader

Customer Service Team Leader

Job Description

Job ID: 11889
Job Function: Customer Service
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 27 Oct 2021

Job Overview

To manage team activity ensuring client coverage of tasks and shifts.  To be the first point of escalation regarding more complicated customer service issues.

Job Responsibilities

  • Produce monthly A3
  • Ability to collate and present client data
  • Carry out 1-2-1 and updating of training matrix
  • First point of customer escalation and empowered to resolve.
  • All duties undertaken by Customer Service Advisor if required to enable understanding.
  • Make commercial decisions regarding couriers, discretionary credits (within agreed guidelines) etc.
  • To monitor and adjust rota of front-line Customer Service Advisors to deal with required departmental cover
  • Run reports, produce data and graphs as required. To monitor and address order pipeline / returns pipeline issues
  • Prepare and issue bulletins to agreed client formats
  • To act as departmental trainer for newly appointed staff undertaking permanent and temporary customer service advisor role
  • Manage key direct dealing customer’s accounts in terms of ensuring orders are placed and managed to meet customer requirements.

Qualifications and Skills

  • English and Maths (GCSE A – C or equivilant)
  • Detailed knowledge of TVS processes, policies and procedures
  • Minimum of two years customer service experience
  • Customer handling
  • Team Leadership
  • ERP
  • Microsoft Office
  • Use of CRM
  • Generating reports



In return for your hard work we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

  • Competitive Salary and pension scheme with life assurance
  • 25 Days Holiday (plus 8 statutory Bank Holidays)
  • Employee Assistance Programme supporting wellness with immediate access to:
    1. GP consultation and second opinions
    2. Mental health support
    3. Financial and Legal support
    4. Wellbeing and healthy living support
  • Employee referral scheme with financial reward
  • Professional Membership and Study Sponsorship
  • Pass scheme (£100 to undertake training of your choice)
  • Subsidised canteen


At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative, and achieve high impact results that really make a difference to our business and our customers.



Where we are:

Our head office is based at a purpose built, state of the art distribution facility on Buckshaw Village in Chorley with excellent transport links to the M61 and M6 plus a mainline train station less than a mile away. The office has on site parking, shower facilities for those who brave the elements on a bike or on foot and a subsidised canteen.


About TVS:

TVS Supply Chain Solutions are a world leading supply chain and logistics services provider, implementing innovative supply chain solutions as true partners with a broad range of blue chip organisations worldwide. Our clients operate in diverse sectors such as Defence, Utilities, Automotive, Rail and Beverage but they all have time-sensitive, business critical missions to deliver and TVS are an essential and integral component in their performance – with our help they achieve their business goals.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

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