Customer Service Team Leader

Customer Service Team Leader

Location: Newcastle
Salary: Up to £45,000 DOE

We are recruiting on behalf of an established printed-packaging manufacturer for an experienced Customer Service Team Leader. This is a hands-on position combining the management of key customer accounts with the day-to-day leadership and development of a customer service team.

The successful candidate will help maintain a consistently high standard of service, strengthen internal processes and ensure customer requirements move smoothly through estimating, job creation, planning, production, finance and commercial teams.

The role

• Lead and support the customer service team across daily activities, priorities and workload.
• Manage a portfolio of key customer accounts, building strong relationships and providing a responsive, dependable service.
• Handle customer enquiries, complaints and commercial or costing queries accurately and efficiently.
• Coach team members on procedures, product knowledge, communication and customer-service best practice.
• Monitor performance against agreed KPIs and service standards, addressing issues and identifying opportunities for improvement.
• Promote consistent ways of working and ensure Standard Operating Procedures are followed.
• Provide practical support on technical, account and process-related queries.
• Work closely with internal departments to maintain an efficient end-to-end workflow and meet customer expectations.
• Maintain accurate records and support a clean, organised and safe working environment.

The candidate

• Previous customer service experience within print manufacturing; experience in cartons or printed packaging would be particularly advantageous.
• Experience supervising, coaching or supporting the development of colleagues.
• A proven background in managing or supporting key customer accounts.
• A good understanding of customer-service processes, KPIs and complaint resolution.
• Strong organisational, communication and problem-solving skills.
• The confidence to guide colleagues on processes and product-related queries.
• A proactive, approachable and solutions-focused leadership style.
• Excellent attention to detail and a genuine commitment to high service standards

This position offers the opportunity to combine customer account ownership with team leadership in a busy manufacturing environment. It would suit someone who enjoys being close to customers and operational delivery, while also helping colleagues develop and improving the consistency of the wider customer-service function.