Customer Service Team Leader

Steeper Group is a true leader in the Orthotic, Prosthetic and Assistive Technology products. In the past 100 years we have grown to become one of the UK's largest suppliers. Steeper's vision is to create life's turning points, together. We aim to do this by delivering innovative prosthetic, orthotic and assistive technology products and responsive clinical services.

We have an exciting opportunity for a Team Leader to join our existing team at our Head Office in Stourton, Leeds.

The Role:

Responsible for the daily operations of the Orthotics Customer Service department, including the management of team members and processes. To lead by example, handling tasks with excellence and working closely with stakeholders across the business to maintain high team performance, whilst fostering strong, positive relationships.

Responsibilities:

1. Lead, motivate and manage the day-to-day operations of the Customer Service team, ensuring smooth workflow and efficient service delivery.
2. Conduct routine line management tasks, including 1-2-1 meetings, performance reviews and staff appraisals.
3. Investigate complaints at the first line and manage escalated or challenging calls/emails to ensure satisfactory resolution.
4. Oversee team activities to ensure tasks are completed efficiently, providing a seamless and effective service to customers.
5. Collaborate with the Customer Service Manager to develop, monitor, and own the departmental KPIs, driving team performance.
6. Identify opportunities for process improvements within the team to enhance service quality, implementing changes with the support of the Customer Service Manager.
7. Maintain and take ownership of departmental Standard Operating Procedures (SOP's), ensuring they remain accurate and up to date.
8. Foster a culture of continuous improvement within the team, aligning with Steeper's strategic objectives.
9. Perform additional duties as required to support the department and organisation.

What we are looking for:

Experience …

1. In a customer facing role
2. Leading a team
3. In proficient use of Microsoft packages
4. In ERP systems (desirable)
5. In product knowledge of Orthotics Manufacturing (desirable)

What we offer in return:

1. Competitive salary
2. Incremental holiday allowance (rising with service)
3. Free parking
4. Canteen onsite
5. Employee discount platform
6. Employee Assistance Programs
7. Qualification support
8. Flexible working
9. Refer a friend incentive
10. Cycle2work scheme
11. Subscription and registration fees paid e.g. HCPC
12. Continuous professional development plans with internal and external training and courses available

Due to the high volume of applications we anticipate we will receive for this role, in the event you have not heard from us within 14 days, we regret to inform you that you have been unsuccessful in your application.

Steeper is a proud disability confident employer and recipient of a recognised Investors in People accolade. Steeper is committed to valuing diversity and treating everyone who works for or wishes to work for us fairly. We will treat everyone with the same attention, courtesy and respect, regardless of age, impairment, ethnic origin, nationality, religion or belief, social class, sex, sexual orientation, gender reassignment, marital or civil partnership status, responsibility for dependents, pregnancy and maternity or trade union activity. Steeper is committed to act positively towards disabled people and we actively welcome applications from disabled people.