Customer Service Team Leader

We are looking for an experienced Customer Service Team Leader to lead the day-to-day operation of our Customer Service team, supporting colleagues to deliver an efficient, accurate and high-quality service.

Alongside team leadership, this role has a strong focus on data, operational performance and continuous improvement. The successful candidate will use tools such as Excel and Power BI to turn operational data into useful insight, improve reporting and help identify opportunities to improve customer experience, productivity and processes.

This role would suit someone who combines strong people leadership with excellent analytical capability and enjoys using data to solve operational problems.

The role will be based two days a week at Worthing HQ, two days a week at the Crawley site, and one day working from home.

• Lead and coordinate daily Customer Service workloads and priorities.
• Coach and support team members, building capability, ownership and accountability.
• Monitor service performance, workload, backlog and operational risks.
• Produce and maintain Customer Service dashboards and KPI reporting.
• Analyse trends and provide clear, actionable insight to the Customer Service Manager.
• Use Excel, Power BI and other reporting tools to improve and automate reporting.
• Support workload and capacity planning using operational data.
• Identify opportunities to simplify, standardise and improve processes.
• Support optimisation and adoption of systems including Net Suite and Esker.
• Maintain effective processes, SOPs, training materials and documentation.
• Build strong working relationships with Sales, Finance, Operations, Supply Chain, IT and other business teams.
• Deputise for the Customer Service Manager when required.

• Experience leading, coordinating or supervising a team.
• Strong coaching, communication and problem-solving skills.
• Advanced Excel skills, including working confidently with large datasets, formulas, Pivot Tables and data analysis.
• Practical Power BI experience, including creating or maintaining dashboards.
• Strong analytical skills with the ability to identify trends, risks and improvement opportunities.
• Ability to translate data into clear recommendations and actions.
  
  Experience working with KPIs and operational performance measures.
• Strong organisational skills, accuracy and attention to detail.
• Experience supporting process or continuous improvement activity.

• Experience with in Customer Service, Operations or Supply Chain.
• Net Suite, Esker or other ERP/order-management system experience.
• Power Query, Power Automate or SQL knowledge.
• Experience automating operational reporting.
• Experience with in a regulated industry.
• Lean, Continuous Improvement or project-management experience.

• A well-organised and supported Customer Service team.
• Stronger ownership and accountability across the team.
• Clear visibility of operational performance and workload.
• Reduced manual reporting through better use of data and automation.
• Earlier identification of risks and service issues.
• Measurable improvements to processes, efficiency and customer experience.

• Annual Wellbeing Reimbursement (for Spa Treatments, Gym Memberships, Dentistry & more!)
• On-site Parking & Restaurant for convenience and cost efficiency
• Recognition Programs that celebrate teamwork & individual contributions
• Supportive Team Culture built on collaboration & respect
• Pension Plan to secure your future
• Cycle-to-Work Scheme to stay active and eco-friendly
• Enhanced Parental Pay to support growing families
• Referral Bonus to be rewarded for recommending talent