Bluetree Group~24d ago

Customer Service Team Leader

GB·Rotherhamlead

Customer SupportOtherManagementCustomer Service Team Leader

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Quick Summary

Key Responsibilities

Performance Coaching: Lead, mentor, and develop a hybrid team of between 5 & 7 Customer Service and Studio Agents, conducting regular 1-to-1s, coaching and quality audits.

Technical Tools

Customer SupportOtherManagementCustomer Service Team Leader

Do you have prior leadership experience and dream of leading a high-performing team that makes our clients look exceptional, if so, I would definitely read on.

About the Role

~1 min read

Starting salary of £30,000 -£36,000 with a quarterly bonus
Monday to Friday 9:00am-17:30pm (no weekend work)
5 days fully office based
Located in Manvers, Rotherham
Weekly pay paid every Friday

Responsibilities

~1 min read

→Performance Coaching: Lead, mentor, and develop a hybrid team of between 5 & 7 Customer Service and Studio Agents, conducting regular 1-to-1s, coaching and quality audits.
→Workflow Orchestration: Balancing resources between communication channels (call, email, chat) and technical artwork flows, whilst not only maintaining industry leading SLA’s, but improving them.
→Process Evolution: Identify bottlenecks and eradicate friction to increase efficiency and improve client experience.
→Client Advocacy: Handle high-level escalations with a focus on commercial resolution and long-term retention.
→Data-Driven Leadership: Use KPIs and customer feedback to inform strategic shifts and report on team productivity to senior management.

You aren't just a manager; you are a print-savvy mentor who leads by example.

Proven Leadership: Previous experience leading a team in a fast-paced, high-volume environment is essential (Print or Manufacturing highly desired).
KPIs - You don't just 'report' numbers; you interpret them. You have experience using KPIs like First Contact Resolution (FCR) and Net Promoter Score (NPS) to drive team behaviour and celebrate wins.
Tech-Forward Mindset: Experience (or a high interest) in integrating AI tools and advanced tech into daily operations.
Resilience: The ability to keep a team motivated and precise under the pressure of tight deadlines and high job volumes.
Confident Communicator: You are a high-impact, articulate leader who provides absolute clarity and direction to your team, presents data-driven strategic insights with conviction to management, and serves as the authoritative, solution-oriented voice of the brand when navigating technical complexities with our clients.

What We Offer

~2 min read

✓Health First: Access to a marketing leading Health Cash Plan and comprehensive wellbeing support, including onsite training and access to free external support.

✓Family Support: Enhanced maternity, paternity and adoption packages to support your life outside of work.

✓Rest & Recharge: 22 days annual leave (plus Bank Holidays), with a 'Length of Service' program that earns you more days the longer you stay.

✓Social: From regular team socials to our legendary annual Summer and Christmas Parties, plus biennial Long Service celebrations; we know how to celebrate success.

✓Financial Wellness: Enrolment in our company pension scheme.

✓Rewards: Access to various discounts via Bluetree Rewards, weekend break giveaways, and long-service gifts to mark your milestones, starting from year 1!

✓Career Development: We champion personal development with a wide range of internal and external training opportunities available.

✓Fitness: Save on a new bike with our Cycle to Work scheme, or join or weekly football team to burn off some steam!

✓Daily Comforts: Fuel your day with free fruit, snacks, and beverages in our modern canteen.

✓Easy Commute: Free onsite parking at our state-of-the-art facility. We are also ideally located for public transport, just minutes from Mexborough, Swinton, and Wombwell train stations.

We exist to make print buying easy and small businesses look exceptional. Established in 1989, Bluetree Group has grown to be the UK’s largest online printer. Based in Wath Upon Dearne (conveniently located near Sheffield, Rotherham, Barnsley, and Doncaster), our 165,000 sq. ft. facility is the heart of our operation. From the moment you walk through our doors, you’ll realize that our people are central to everything we do.

For Privacy information please follow this link to our privacy notice on our website under the home page https://www.bluetreegroup.co.uk

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