We are looking for a hands-on Customer Service Team Leader to lead and develop a customer service team, overseeing day-to-day operations and ensuring customers receive an efficient, reliable and professional service.
This is a newly created position, offering the opportunity to shape the team, improve working practices and introduce a more flexible, collaborative approach across different service functions.
You will work closely with the Head of Department acting as a key point of support for the wider function and helping to ensure customer requests, orders and service requirements are managed effectively from initial enquiry through to completion.
The role will suit someone who enjoys leading from the front, combining people management and development with a willingness to get involved in operational activities and complex customer queries when needed.
Key Responsibilities
Team Leadership & Development
Lead, coach and develop the customer service team, promoting a culture of accountability, collaboration and continuous improvement.
Provide regular feedback, support and guidance to improve individual and team performance.
Oversee daily workloads, allocate responsibilities and ensure appropriate cover across the team.
Support recruitment, onboarding and training as the team continues to grow.
Encourage cross-training and knowledge sharing to create a flexible team capable of supporting different areas of the business.
Service Delivery & Operations
Oversee the management of customer requests, bookings, orders and service activities from initial enquiry through to completion.
Ensure customer requirements are processed accurately and within agreed timescales.
Monitor outstanding activities and internal actions to prevent delays and ensure customers receive timely updates.
Maintain accurate customer records, CRM information and operational documentation.
Ensure established procedures, service standards and compliance requirements are followed consistently.
Customer Relationships & Escalations
Act as a senior point of contact for complex customer queries, service issues and escalations.
Take ownership of problems, coordinating with relevant teams to achieve timely resolutions.
Maintain clear, professional communication with customers, particularly when challenges or delays arise.
Identify recurring issues and implement improvements to prevent them from happening again.
Collaboration & Continuous Improvement
Work closely with Sales, Operations, Logistics and other internal departments to ensure smooth service delivery.
Support effective handovers between teams, ensuring customer expectations and requirements are clearly understood.
Identify opportunities to improve processes, efficiency and the overall customer experience.
Work alongside senior leadership to support the ongoing development of the service function and wider business objectives.