Customer Service Team Leader

Customer Service Team Leader - Harrogate - £45k - £55k + excellent benefits

Our client is a well-established company based near Harrogate. Due to continued growth and expansion they are looking for a Customer Service Team Leader to join their team.

The role is to ensure every customer receives a flawless experience, with no loss due to poor service. Success is measured through performance, fast and accurate communication, proactive issue resolution, and consistently positive customer feedback.

• Provide direction, set standards, manage workloads, maintain morale, and ensure effective delegation using remote staff and AI tools to maximise efficiency.
• Handle enquiries, orders, communications, returns, pricing queries, product alternatives, and collaborate with Purchasing on stockouts and despatch on any special delivery requests.
• Ensure all issues are logged on CRM and resolved promptly, monitor trends, and improve processes.
• Lead daily team huddle to balance workload and ensure full engagement.
• Produce weekly reports on performance, response times, customer satisfaction, and team efficiency.
• Ensure emails and Sales Orders are responded to within 2 hours.
• Ensure all new enquiries are responded to within 1 hour.
• Proactively update customers by phone and placement for any stock issues or queries regarding delivery lead times or part shipping.
• Maintain a positive customer attitude and strong team morale.
• Use cost‑efficient delegation with remote labour and AI tools.

(OTIF), enquiries, customers, orders, communications, returns, pricing queries, product alternatives, sales orders, Harrogate.