Customer Service Team Leader

Your tasks

This is a newly created position, offering the opportunity to shape the team, improve working practices and introduce a more flexible, collaborative approach across different service functions.

You will work closely with the Head of Department acting as a key point of support for the wider function and helping to ensure customer requests, orders and service requirements are managed effectively from initial enquiry through to completion.

Team Leadership & Development

• Lead, coach and develop the customer service team, promoting a culture of accountability, collaboration and continuous improvement.
• Provide regular feedback, support and guidance to improve individual and team performance.
• Oversee daily workloads, allocate responsibilities and ensure appropriate cover across the team.
• Support recruitment, onboarding and training as the team continues to grow.
• Encourage cross-training and knowledge sharing to create a flexible team capable of supporting different areas of the business.

Service Delivery & Operations

• Oversee the management of customer requests, bookings, orders and service activities from initial enquiry through to completion.
• Ensure customer requirements are processed accurately and within agreed timescales.
• Monitor outstanding activities and internal actions to prevent delays and ensure customers receive timely updates.
• Maintain accurate customer records, CRM information and operational documentation.
• Ensure established procedures, service standards and compliance requirements are followed consistently.

Customer Relationships & Escalations

• Act as a senior point of contact for complex customer queries, service issues and escalations.
• Take ownership of problems, coordinating with relevant teams to achieve timely resolutions.
• Maintain clear, professional communication with customers, particularly when challenges or delays arise.
• Identify recurring issues and implement improvements to prevent them from happening again.

Collaboration & Continuous Improvement

• Work closely with Sales, Operations, Logistics and other internal departments to ensure smooth service delivery.
• Support effective handovers between teams, ensuring customer expectations and requirements are clearly understood.
• Identify opportunities to improve processes, efficiency and the overall customer experience.
• Work alongside senior leadership to support the ongoing development of the service function and wider business objectives.

Requirements

We are looking for a hands-on Customer Service Team Leader to lead and develop a customer service team, overseeing day-to-day operations and ensuring customers receive an efficient, reliable and professional service.

The role will suit someone who enjoys leading from the front, combining people management and development with a willingness to get involved in operational activities and complex customer queries when needed.