Customer Service Team Leader

The Customer Service Team Leader is responsible for leading and developing a team of Customer Service Representatives to deliver outstanding customer service, operational excellence and high levels of customer satisfaction.

The role is accountable for the day-to-day management of customer service operations, ensuring customer orders are processed accurately and efficiently whilst maintaining compliance with business processes and controls. The role acts as a key link between customers and internal functions, supporting the delivery of on-time, in-full performance and continuous improvement across customer service activities.

The Customer Service Team Leader is expected to create a positive, engaged and high-performing team culture, developing individual capability, promoting accountability, and encouraging collaboration to ensure both customer and business objectives are achieved.

The Customer Service Team Leader is responsible for leading and developing a team of Customer Service Representatives to deliver outstanding customer service, operational excellence and high levels of customer satisfaction. The role is accountable for the day-to-day management of customer service operations, ensuring customer orders are processed accurately and efficiently whilst maintaining compliance with business processes and controls. The role acts as a key link between customers and internal functions, supporting the delivery of on-time, in-full performance and continuous improvement across customer service activities.

The Customer Service Team Leader is expected to create a positive, engaged and high-performing team culture, developing individual capability, promoting accountability, and encouraging collaboration to ensure both customer and business objectives are achieved.

• Lead, motivate and develop a team of Customer Service Representatives, creating a positive, engaged and high-performing team culture focused on delivering excellent customer service.
• Manage day-to-day customer service operations, ensuring customer orders are processed accurately, efficiently and in line with customer and business requirements.
• Allocate resources and manage team workloads, holidays and absence cover to ensure service levels are maintained and customer requirements are met.
• Coach, support and develop team members through regular feedback, training and performance discussions, building capability and encouraging continuous learning and professional growth.
• Monitor team and individual performance against key customer service and operational KPIs, taking proactive action to address issues and drive continuous improvement.
• Build and maintain effective working relationships with customers, logistics providers and internal stakeholders to resolve issues and support the delivery of on-time, in-full customer service.
• Act as the escalation point for complex customer, supply chain, logistics and order management issues, ensuring timely and effective resolution.
• Identify and implement process improvements that enhance customer experience, operational efficiency and team effectiveness within a fast-paced manufacturing environment.
• Support month-end, compliance, reporting and audit activities, ensuring all customer service processes are completed accurately and in accordance with company procedures and internal controls.
• Maintain a strong focus on health, safety, compliance and ethical business conduct while promoting company values and behaviours across the team.

• Experience in customer service, account management, logistics, supply chain, or order processing/management.
• Previous team leadership, supervisory, or coaching experience.
• Experience using ERP systems (e.g. SAP,…