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Customer Service Team Leader

North East England

  • Reference: 386632
  • Job type: Permanent
  • Salary: Competitive

  • Location: Washington

The Organisation

I am delighted to be supporting Smithers-Oasis with their search for a Customer Service Team Leader to help strengthen and develop the Customer Service Team and deliver exceptional service.  This is an exciting opportunity to join a diverse global manufacturer with an ambitious and exciting growth plan. 

Smithers Oasis is a marketer of floral foam and design media, floral accessories, postharvest products, cellular growing media, temperature control packaging, medical impression foam, and custom foams for specialized applications. Their business divisions include OASIS® Floral Products, FloraLife Postharvest Products, OASIS® Grower Solutions, Temprecision International, Medical Impression Foam and Engineered Products.


The Role


  • This is a hands-on role where the team leader is part of the team and is involved in the day to day duties of customer services.
  • Answers customer support messages via telephone, email or web promptly to enhance the customer service experience.
  • Builds strong customer relations.
  • Patiently listens attentively to customers and resolves complex problems.
  • Quickly learns the functions of the system to log in and respond to customer complaints.
  • Accurately records and logs interaction with customers and updates account information and able to retrieve this information to create reports for management and to update information/develop our customer facing websites.
  • Keeps sensitive information and financial records private and confidential.
  • Works with management to maintain best practices for efficient communication with customers.
  • Develops team through training and development projects.
  • Report all departmental core key performance indicators.
  • Acts as an escalation point for difficult client queries.
  • Knowledge of updated company rules and policies to address issues such as returns, faulty merchandise, wrong delivery and delayed delivery to inform customers.
  • Address costumer questions about new products, services, promotions on sales.
  • Meets regularly with team lead to give feedback to help improve customer service culture, response time and tools to improve staff experience.
  • Willing to learn from management to properly apply company policy to customer solutions.
  • Contributes to bottom lines sales by increasing customer satisfaction.

The Person

As a Customer Service Team Leader, you will be responsible for leading and motivating a small team of Customer Services Advisors to ensure that they provide an exceptional customer experience.
Preferred candidates must have a proven record and be able to perform to a high level of accuracy and are meticulous and organized.  

  • 3+ years’ work experience in similar position.
  • Proficient knowledge of customer service, standard office practices and procedures.
  • Experience of working with ecommerce platforms such as Magento, Shopify and associated platforms such as sage pay, PayPal, eBay, amazon etc.
  • Experience of split shift patterns and the use of new service tools including live chat.
  • Proven problem solver.
  • Outstanding communication skills, both written and verbal.
  • Strong people skills.
  • Training, coaching and developing skills.
  • Excellent telephone etiquette.
  • Excellent written skills.

This role is being handled by our retained consultants Nigel Wright, please forward your CV to Jo Platt in the first instance at


Talk to a consultant about this role