Customer Service Team Leader

Customer Service Team Leader – Full‑Time We’re looking for a dynamic and people‑focused Commercial Team Leader to drive exceptional customer experiences and lead the day‑to‑day performance of our Customer Service and Projects teams. This role suits someone who thrives in a fast‑paced environment, enjoys problem‑solving, and is motivated by developing others and improving processes for clients and colleagues. Salary £40-£45k DOE Key Responsibilities • Lead and motivate Customer Service and Project teams to deliver outstanding service • Oversee daily operations, ensuring smooth delivery of customer orders and project milestones • Support the development and implementation of customer experience strategies • Monitor service levels, gather customer feedback, and drive continuous improvement • Resolve customer issues and escalations promptly and professionally • Set, track, and act on KPIs to support team and departmental performance • Run daily team catch ups and monthly team meetings to review progress and identify improvements • Manage administrative tasks including absence reviews, return‑to‑work meetings, and probation reviews • Coach and develop team members through regular reviews and structured development plans • Complete monthly customer or site visits to strengthen relationships • Collaborate with planning, scheduling, and commercial teams to optimise performance • Analyse data to identify root causes, improve processes, and support decision‑making • Support cross‑functional initiatives and provide departmental cover when required What The Client is Looking For • Demonstrable background in technical manufacturing project management is essential • Strong leadership skills with the ability to motivate and influence teams • Excellent communication skills and confidence engaging at all levels • High energy, commercial awareness, and a passion for delivering great customer experiences • Strong organisational skills with the ability to prioritise and act with urgency • Analytical mindset with the ability to use data to drive improvements • IT‑literate, with experience using Microsoft Office (SAP or Dynamics experience is a bonus) • A collaborative team player who builds strong relationships with stakeholders Benefits • 25 days holiday + bank holidays • Standard employer pension • Subsidised on‑site café • Regular staff social events If you’re able to hit the ground running working with an established busy team, please forward your CV to Lucy for immediate consideration, I look forward to hearing from you