Admin Team Leader

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WASHCO is a leading company who supply and distribute laundry equipment. We pride ourselves on high values and our commitment to our staff and customers alike. We're passionate about what we do, and it's important to us that we work responsibly; looking after our employees, supporting the communities we work in and minimising our impact on the environment. We support, develop and value our staff, giving them the opportunity to be the best they can be.

We feel hard work should be rewarded; that is why our employee benefits include:

• Generous Maternity and Paternity.
• An enhanced company pension scheme (subject to eligibility criteria).
• Generous holiday allowance calculated at 6.6 times your weekly contracted hours.
• Training and Development programs, including fully funded apprenticeship opportunities.
• Support for community projects.
• Wellbeing support provided by the Retail Trust, which is free to use for all our employees.
• Healthshield Cash Plan.
• Life Insurance.
• Discounted Gym membership.
• Recognition for Long Service.

We are passionate about innovation, people, and outstanding service—and we want you to grow with us.

As a Customer Service Team Leader at WASHCO, you will play a key role in ensuring our customers receive exceptional service and support. You will be responsible for leading the team that manages all customer communications across phone and email, ensuring enquiries are handled professionally and resolved promptly, and providing exceptional service delivery. You will also be responsible for overseeing the day-to-day operations.

• Monitor day-to-day operational activities and allocate workload to ensure that KPIs and SLAs are met or exceeded, ensuring consistent, high-quality customer service that meets or exceeds expectations.
• Develop a positive team culture focused on accountability, collaboration, and customer‑centricity
• Improve operational efficiency through process enhancements and effective resource allocation.
• Support proactive projects, customer initiatives, and continuous improvement initiatives within the service team.
• Handle customer escalations professionally and efficiently
• Managing van stock ordering and liaising with suppliers where required.
• Working closely with engineers, the service admin team, technical teams, and sales to support effective service delivery.
• Contributing to proactive projects, customer initiatives, and continuous improvement activities to enhance overall service performance.
• Track and analyse key metrics, identifying trends and implementing corrective measures where needed.

• Experience in leading a team of customer service representatives, including appraisals/one‑to‑ones, performance and absence management.
• Excellent communication skills, with the ability to manage customer escalations professionally and confidently.
• Strong organisational skills, including workload planning, multitasking, and prioritising under pressure.
• Experience in using data to manage performance to KPIs and SLAs.
• Confidence using IT systems, CRMs, and general office software.
• The ability to work independently while also collaborating effectively across departments.

As part of your application, please include a one‑page cover letter outlining how your qualifications, career experience, and achievements make you the right fit for this exciting leadership role.

As a member of our friendly and energetic team, we are looking for an engaging personality to build rapport with colleagues, providing them with the best possible experience. You would be someone who shares our company values of Honesty, Respectfulness, Loyalty and Accountability.

When recruiting, we always look for individuals who share our values and can add their personality. We encourage our teams to bring forward their ideas and help contribute to our business.

We are a company that values our staff and their work/life balance, and therefore are happy to discuss flexible working opportunities to continue to gain specialist knowledge.

If you require any alternative application / interview arrangements, please contact

Mid‑Senior level

Full‑time

Information Technology;
Commercial and Industrial Machinery Maintenance

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