Customer Services Team Leader

Here at Softcat, we don't prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.

We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don't hesitate to apply – we would love to hear from you!

*Please note that this role is a 12 month Fixed Term Contract*

Would you like to kick start your career in a supportive, collaborative and innovative company? 

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? 

Join our Customer Services Team 

Softcat is one of the UK's Leading IT Infrastructure providers and a FTSE 250 listed company. We're passionate about outstanding employee satisfaction and world-class customer service – both which inspire our flexible, friendly approach to business. You will be joining Softcat's Customer Services Team in our Marlow Head Office. The Customer Services teams primary focus is to manage the returns process from start to finish and to assist with rectifying customer billing issues for set Sales Teams

Success. The Softcat Way. 

Softcat is a major UK success story in technology solutions. We're a £1 billion+ pa turnover business with offices nationwide and a sterling industry reputation. We help customers to use technology to succeed, by putting our employees first. Our success is down to our people – and the platform we give them to prove their potential. 

Be part of a Team that enables business growth 

You will join as the Customer Services Team Leader managing a team of Customer Service Executives who focus on post-delivery/invoice queries. The main purpose of the role is to manage and support the smooth running of the team and support the Customer Service Manager whilst providing an exceptional level of service to both internal and external customers.

As a Customer Services Team Leader, you'll be responsible for: 

• Daily management of the team; ensuring daily tasks are completed and deadlines are achieved, managing resource and leading team meetings.
• Completing regular 1:1s and annual PDRs with team members, taking a proactive approach in supporting the development of your direct reports.
• Playing an active role in the recruitment for the team alongside the Customer Service Manager.
• Responsible for onboarding new members of the team and ensuring this is effectively delivered.
• Contributing to and executing team strategy alongside your fellow Customer Services TL and Customer Services manager.
• Directly support and assist the Customer Service Manager.

We'd love you to have 

• To have excellent time management and organisation skills to effectively manage additional workload and responsibilities as well as the team
• To have excellent communication and interpersonal skills, with an ability to influence decisions at all levels and command respect from key stakeholders
• To set the right example to the wider team and ensure you are demonstrating the Softcat Values
• Be a good team player and able to provide guidance to newer members of the team
• To possess initiative and be able to consistently operate independently

Work in a way that works for you  

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:  

• Hybrid working –  3 days in the office and 2 days working from home  
• Working flexible hours - flexing the times you start and finish during the day  
• Flexibility around school pick up and drop offs 

Working with us  

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.  

Join us  

To become part of the success story, please apply now.

If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence.  

You can find out more about life at Softcat and our commitments to diversity and inclusion at jobs.softcat.com/jobs/our-culture/