Vacancy: Customer Services Team Leader Location: Royston Job Family: Sales As the Customer Service Team Leader, you will be responsible for leading the PGMS Services Customer Service Team to provide exemplary service to our customer base. To maintain the management of your own customer portfolio and being responsible for effective department and interdepartmental communications. You will be responsible for implementing our performance improvements to maximise profitability and success, whilst maintaining integrity & global reputation. Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story. Your responsibilities: To supervise all activities of the Customer Service Team, ensuring a proactive & effective delivery service to all levels of internal and external customers. To supervise internal resource to provide coverage at all times, ensuring the delivery of outstanding customer service. To lead and optimise the efficiency of the team to meet business objectives. To ensure that current procedures for sales orders are met/exceeded; these include forecasting, budgeting, inbound or outbound order processing and progression, metal management (due date, pricing, funding), financial (credit control, contracted payment terms etc.), risk management, compliance with all legal and regulatory standards & policies (including ABC, Dual Use, & H & S etc.) to maximise customer satisfaction and safeguard the Company from risk. To support in recruitment & induction. To develop existing staff (at team & individual level) to improve their performance to deliver front line customer service. To carry out annual appraisals and set objectives for the team, working in alignment with the Commercial Director against business needs and requirements. To analyse trends of customer complaints working alongside the Quality department to review and investigate, and to formally present recommendations & implement corrective actions. To monitor customer & business changing needs and implement recommendations for improvement to the satisfaction of internal and external customers. To work closely with the Outside Sales Team to ensure communication, responsiveness & understanding against commercial terms and responsibilities. To support budget/planning process as required. To encourage decision making within agreed areas. To attend interdepartmental meetings (customer service, supply chain, production, quality etc.) to represent and act on behalf of the team and customers alike. To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed Requirements for the role: Highly computer literate with strong Excel skills. - Essential Ability to prioritize workload of self and team, in a fast-paced, dynamic environment - Essential Leadership ability -to coach, motivate and drive performance across a team - Essential Ability to drive best practice for business without losing sight of the customer - Essential Customer focused and passionate about customer experience - Essential Excellent communication & personal skills, including the ability to negotiate, influence and persuade at all levels - Essential How you will be rewarded: We offer a competitive compensation and benefits package including bonus, excellent pension contributions and 25 days annual leave (varies for shift-based roles). At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM. Johnson Matthey is open for discussion on part time, job share and flexible working patterns. Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks; early application is advised. For any queries or should you have any accessibility requirements, please contact who will work with you to implement suitable adjustments at any stage of the recruitment process. All conversations are treated in the strictest of confidence and we would appreciate your feedback to ensure we can provide an accessible and enjoyable recruitment process. LI-TR1