The voice of contact centres and financial services

Select Job

Job Title: Customer Services Team Leader – Fibre

Salary: £21,000

Employer: DS Smith

Location: Caerphilly

Job Category: Customer Service

Contract Type: Permanent

Job Description

DS Smith Recycling is currently seeking a Customer Services Team Leader to join them on a permanent basis. You will be working within the Business Services function, to provide a quality service of support to the management structure by providing the first point of incoming customer or vendor contact, order processing, reporting and general administrative duties in order to meet the requirements of the function and the business.

The Team Leader elements of this role will be aligned to supporting the delivery of the key performance indicators as directed by the Customer Services Manager in line with haulage requirements and material orders.

What being a Customer Services Team Leader will involve…

• Ensuring that all interactions are recorded in a concise, clear and effective way on the provided business systems in line with current process

• Acting as a senior discipline representative for planning/haulage related matters

• Ensuring the co-ordination and management of planning meetings with relevant departments

• Effectively manage key Senior stakeholders within the business and third party vendors

• Being the owner and distributor of Key Performance Indicators for Planning activities

• Managing costs by controlling spending and promoting a challenging cost culture to ensure we get value from suppliers and contractors

• Maintaining & continuously refining, planning tools and activity reporting methods

• Ensuring that all necessary documentation is provided to customers and vendors on time and in full

• Liaison with other teams within the Business Services department to ensure business partner satisfaction

• Ensuring that the provision of data as required to both internal and external business partners is on time, in full and accurate

• Using your negotiating skills, geographical knowledge and problem solving skills

• Deciding how many vehicles will be needed to deliver each shipment of goods

• Reviewing load plans with clients

• Using computer software packages to help with some of these tasks, for example, to match the size of loads with the vehicles needed to move them

• Supporting the Customer Services Manager in the delivery of the KPI’s

The Person…

• Previous experience with planning of transport and vehicle movement is advantageous but not essential

• Excellent IT skills with high competency required for most Microsoft office applications

• Experience of working with business related computer applications

• Experience in a Team Leader role would be an advantage

• Knowledge key performance indicators would be an advantage

• Experience of call handling and customer liaison

• Strong administrative background

• Customer service excellence

• Ability to prioritise and handle multiple tasks to achieve deadlines and targets

About DS Smith…

DS Smith is a leading supplier of recycled packaging, both within the UK market and throughout Europe. A FTSE100 listed business with a turnover in excess of £4.8 billion. The organisation employs over 27,000 people worldwide and is continuing to grow both organically and through acquisition.

The benefits:

• 25 days holiday plus Bank Holidays
• Annual cycle to work scheme
• Childcare vouchers
• Paid Expenses

Applying For The Job

Apply direct for the job by clicking here


Clear Search


Upload your CV today click here.

Get noticed by Wales’ top employers!