Customer Service Team Leader **Internal Applicants Only**

Company Description

Great Bear (Part of the Culina Group) provides distribution services to FMCG clients. Customer centric service focus is delivered through a site-level empowered culture.

Company Description

Great Bear (Part of the Culina Group) provides distribution services to FMCG clients. Customer centric service focus is delivered through a site-level empowered culture.

At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive… A place where you're valued, challenged, and inspired!

Job Description

We have an exciting opportunity for a Customer Service Team Leader to join our team at our Desborough site on a full time permanent basis!

Salary: £30,000 - £33,000 per annum, depending on experience.

Working hours: Monday-Friday, 8am-4pm.

As a Customer Service Team Leader you will be responsible for leading and developing the Transport Administration team, ensuring the efficient delivery of administrative support to the transport operation while maintaining excellent customer service standards. The role acts as a key link between customers, drivers, Transport Supervisors and operational teams, ensuring accurate communication, timely issue resolution and the effective management of transport administration processes.

Key Duties of a Customer Service Team Leader

• Supervise and develop the Transport Administration team, ensuring high standards of service and performance.
• Allocate workloads and manage resources to meet operational and customer requirements.
• Act as the escalation point for customer, operational and administration issues, ensuring effective resolution.
• Manage customer communications, reporting, KPI production and service reviews.
• Oversee transport administration processes, ensuring system accuracy, data integrity and compliance.
• Manage POD processes, investigating and resolving outstanding or missing documentation.
• Monitor team performance, provide coaching and conduct regular reviews and team briefings.
• Manage absence, holidays and team cover to maintain operational continuity.
• Support Transport Supervisors, the Transport Operations Manager and Contract Manager in achieving operational objectives.
• Represent the business in customer meetings and SLA reviews, driving continuous improvement and customer satisfaction.
• Ensure compliance with company policies, customer requirements and relevant legislation.
• Undertake any additional administrative, operational or supervisory duties as required by the Transport Manager or Contract Manager.

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Qualifications

• Exceptional attention to detail and accuracy.
• Excellent organisational and time management skills.
• Ability to work independently with minimal supervision.
• Strong team-working and collaborative approach.
• Proven ability to prioritise workloads and meet deadlines.
• Excellent problem-solving and decision-making skills.
• Strong supervisory, leadership, and motivational abilities.
• Ability to train, coach, and support others to achieve agreed targets.
• Experience in monitoring, reviewing, and evaluating performance against objectives.

Additional Information

As part of our drive to make Great Bear a great place to work, we are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers.

Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives.

Our people are the driving force behind our success, which is why we offer a wide range of benefits which include:

• Annual Leave – 28 days inclusive of the bank holidays.
• Pension scheme – We want colleagues to enjoy a comfortable retirement so we offer a great contribution of 4% employee and 4% employer.
• Life Assurance - x2 your annual salary.
• Wellness – Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year.
• Eye Care Vouchers – We can provide you with substantial savings with free eye tests and discounts on prescription glasses.
• Reward & Recognition – We recognise that employees have gone the extra mile via Employee of the Month and Year, special recognition and long service awards.
• Everyday discounts - Via our benefit platform you will have access to over 50 retailer discounts for everyday savings!

If you meet the requirements for the above role and are looking for your next career opportunity,

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