Job Title: Customer Experience Team Leader
Department: Building Systems UK
Location: Shotton (CH5)
Salary: up to £35,000 + Benefits
Closing Date: Tuesday 22nd April 2025
Interviews to be conducted w/c 28th April
We believe that our strength is not just in our steel but the diversity of our workforce. Our people make the difference.
Are you passionate about delivering exceptional customer service and leading a dynamic team?
Join our Shotton team as a Customer Experience Team Leader! You'll be the primary operational interface between our customers and the internal organization, ensuring top-notch customer satisfaction through effective communication, issue resolution, and operational support.
What you will do
1. Restructure the customer service operation in line with business goals, including systems and processes’ reviews and upgrades.
2. Coordinate with the Supply Chain to resolve critical service issues.
3. Lead the Customer Service Team, conducting one-on-one meetings and appraisals to ensure tasks are completed to high standards and KPIs.
4. Develop and maintain effective relationships with customers, handling complaints and resolving issues to maximize their satisfaction.
5. Manage and maintain the order book, ensuring adherence to service levels and working capital targets.
What you will need
To succeed in this role, you will need significant experience managing a Customer Service operation. The Customer Experience Team Leader will also hold excellent interpersonal and communication skills, both verbal and written, essential for building and maintaining effective working relationships.
Strong organisational and resource management skills are required to handle multiple issues, tasks, and priorities concurrently. Familiarity with industry-specific customer service practices will also be an advantage.
It is highly desirable for you to have:
* Experience managing a customer services team
* Strong experience with CRM systems
It is desirable for you to have:
* Experience in process improvement
* Passion for improving customer experience
* Knowledge about CX best practices
Ready to make a difference?
For more information or for an informal discussion please contact: laura.rowles@tatasteeleurope.com
What we can offer you
* A market competitive salary
* 35 days holidays per annum
* Annual Pay Review
* Bonus Scheme – subject to business performance
* One of the UK’s leading defined contribution pension schemes (10% employer contribution / 6% employee contribution)
We also have an extensive list of lifestyle benefits including free onsite parking at all of our sites, an employee assistance programme as well as Employee discount scheme for companies including Vodafone, Jaguar Land Rover and also various local services.
Why us?
Tata Steel is one of the world’s top 10 steel producers. The combined group has an annual aggregate crude steel capacity of more than 33 million tonnes with approximately 80,000 employees across four continents. We’re part of the Tata Group, one of the largest, most diverse conglomerates in the world with businesses in the UK including Tata Steel, Jaguar Land Rover and Tetley Tea.
Sustainability is at the very heart of what we do and we are dedicated to managing our operations responsibly and to continuously improving our performance. Innovating for tomorrow, making a positive impact today.
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