Client Support Team Leader

Client Support Team Leader Job in Christchurch

Our successful client is a specialist product, fulfilment, and logistics business who helps their brands manage their operational requirements and deliver an excellent service to their customers. We are looking for a proactive, organised and people-focused team manager to lead the day-to-day running of their support team. This is a hands-on role, combining team leadership and development with direct responsibility for managing client enquiries and resolving operational issues.

* Salary: £32,000 per annum + annual bonus

* Working office-based Monday – Friday 8.30am – 5.30pm

* Parking onsite

* Annual leave

* Pension contribution

Duties and Responsibilities:

* Lead, coach and develop two Brand Support Specialists, providing clear direction, regular feedback and ongoing support.

* Conduct regular one-to-one meetings, identify development needs and agree actions to improve individual and team performance.

* Manage daily workloads, priorities and team coverage

* Support recruitment, onboarding and training, helping team members build the knowledge and confidence to resolve enquiries effectively

* Oversee day-to-day enquiries, including order issues, goods-in, inventory, picking and packing, dispatch, returns, rework and standard reporting

* Work with Admin Support on order enquiries, tracking and collections, ensuring responsibilities are clearly understood across teams

* Take ownership of escalated client enquiries, investigating issues, coordinating actions and ensuring clients receive timely, clear updates

* Support the team with complex or sensitive conversations, helping them communicate professionally and confidently

* Build strong working relationships with clients and internal stakeholders, contributing to client meetings and service reviews where required

* Maintain consistent standards, record keeping, client updates and case closure

* Work closely with Warehouse Operations, Stock Management, Logistics, Technology, Finance, Rework, Admin Support and Account Management to resolve enquiries efficiently.

* Ensure clear ownership of issues between departments, with appropriate follow-up until a resolution is reached

* Contribute to a collaborative team culture focused on accountability, service quality and continuous improvement

Minimum

Skills and Experience:

* Experience in customer service, client support, brand support, order fulfilment or a similar operational environment

* Previous experience supervising, mentoring or leading a team, with the ability to motivate others and manage performance

* A hands-on approach, with the confidence to manage client enquiries and complex cases personally rather than relying solely on delegation

* Excellent written and verbal communication skills, with the ability to manage client expectations and handle difficult conversations professionally

* Strong organisational skills and the ability to prioritise competing demands in a busy environment.

* A proactive mindset, with an interest in improving processes, quality and the overall client experience.

* Experience in product, logistics, distribution, warehousing or fulfilment would be advantageous, particularly where you have worked with order management, stock queries, dispatch or delivery issues