Customer Support - Team leader

Farnell

Farnell, an Avnet company, is a global high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Role

 Team Leader – Customer Service

Business Function

Customer Service

Reports to

 Senior Manager - BCC

Department

 Sales

Key Responsibilities:

1. Team Management & Leadership

• Provide coaching, mentoring, and development opportunities for a team of 34 professionals.
• Foster a high-performance culture with a focus on quality, productivity, and customer experience.
• Conduct regular performance reviews, 1:1 meetings, and feedback sessions.
• Manage escalations and ensure swift resolution of customer and business concerns.

2. Operational & Performance Management

• Oversee BCC operations and quotation processes, ensuring adherence to SLAs, accuracy, and timeliness.
• Monitor key performance metrics such as conversion rates, response times, and service quality.
• Implement process improvements to enhance efficiency and effectiveness.
• Ensure effective workload distribution and resource planning to meet business demands.

3. Stakeholder Collaboration

• Work closely with internal teams including Sales, Customer Service, and Technical Support to drive seamless operations.
• Collaborate with regional and global teams to align strategies and best practices.
• Represent the team in cross-functional meetings, projects, and business discussions.

4. Reporting & Data Analysis

• Generate and analyse reports on quote conversion rates, response times, and team performance.
• Provide insights and recommendations for continuous improvement.
• Track and report on KPI trends and operational challenges to senior management.

Key Skills & Competencies:

• Leadership & People Management: Proven ability to lead, motivate, and develop large teams in a dynamic environment.
• Operational Excellence: Strong understanding of BCC, quotation processes, and sales support operations.
• Stakeholder Management: Experience in working with cross-functional teams and senior management.
• Analytical Thinking: Ability to interpret data, identify trends, and drive actionable insights.
• Problem Solving & Decision-Making: Proactive in resolving challenges and making data-driven decisions.
• Process Improvement: Experience in driving efficiencies, automation, and best practices.
• Communication & Influencing: Strong interpersonal, written, and verbal communication skills.

Qualifications & Experience:

• Minimum 5 years of experience as a Team Leader in a contact centre, customer support, or sales operations role.
• Experience managing EMEA-based teams or global operations is preferred.
• Strong proficiency in CRM tools, quotation platforms, and performance tracking systems.
• Bachelor's degree

Opportunity to lead and shape a high-impact team in a global organization.

A collaborative and fast-paced work environment

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.