Customer Connect - Team Leader

At Wheco, exceptional customer service is at the heart of everything we do. Our customers trust us to deliver quality products and meaningful support, and our Customer Care team plays a vital role in building those relationships. We are looking for a friendly, professional, and solutions-driven individual who enjoys helping people and creating positive customer experiences. If you take pride in resolving challenges, communicating clearly, and representing a trusted brand, this is an opportunity to be part of a team that values service excellence.

Join Wheco’s Customer Care team and help deliver exceptional customer experiences across our brands.

Key Responsibilities:
• Lead, coach, and develop a team of Customer Care Representatives
• Monitor team performance and provide regular feedback and coaching
• Ensure adherence to service quality standards and company policies
• Conduct quality assessments and implement service improvement initiatives
• Manage schedules and workload allocation to ensure operational efficiency
• Coordinate training and development programmes for team members
• Handle escalated customer enquiries and complaints effectively
• Prepare performance reports and communicate key updates to the team
• Collaborate with internal departments to improve processes and customer outcomes
• Foster a positive, engaged, and high-performing team culture

Skills and Requirements:
• Excellent written and verbal communication skills
• Strong customer service and relationship management abilities
• Outstanding leadership and team-building capabilities
• Strong organisational and time management skills
• Effective problem-solving and decision-making skills
• Ability to analyse performance trends and identify improvement opportunities
• Strong attention to detail and ability to think strategically
• Adaptable and able to thrive in a fast-paced environment
• Ability to manage pressure and meet deadlines effectively
• Self-motivated with a proactive approach to work
• Strong collaboration and stakeholder management skills
• Proficiency in Microsoft Office and other business systems