Customer Service Team Leader
Location: Huntingdon - Hybrid
Salary: £28,000 - £35,000 per annum, dependent on experience.
Vacancy Type: Full Time
The Company:
A supplier of high-quality metals and materials, Goodfellow specialises in the research and development sectors with a strong focus on science and industry. Our technical teams have worked on materials that have contributed to scientific breakthroughs in nuclear fusion, the fight against COVID-19, and have been used in probes that have travelled through space as far as Saturn.
Established in London in 1946, Goodfellow now supplies materials globally and holds offices in the UK, France, Germany, USA and China. Today, backed by the prestigious Private Equity firm Battery Ventures, Goodfellow is on an exciting trajectory with a strong mergers and acquisitions strategy and ambitious goals to achieve our growth targets.
Goodfellow has successfully completed the acquisition of Potomac Photonics, headquartered in Baltimore, USA. Potomac is a distinguished microfabrication company renowned for its expertise in quickly and cost effectively developing miniature products and bringing them to market. With capabilities spanning micromachining of polymers, metals, ceramics, and glass, Potomac achieves specifications that surpass traditional manufacturing processes.
The Job:
The Customer Service Team Leader plays a critical role in delivering an exceptional customer experience and ensuring operational discipline across all customer service activity.
The role combines:
Leadership & coaching
Escalation ownership & customer outcome management
Process, SLA, and quality control
Plus a proportion (~20–30%) of hands‑on operational work to stay close to day‑to‑day realities.
The Team Leader will help build a high‑performing, empowered team that delivers responsiveness, accuracy, First Contact Resolution, and supports on-time-to-Promise (OTTP) outcomes.
Key Responsibilities
Delivering team performance through people.
Build a capable, motivated team using coaching, development plans, and regular 1:1s.
Manage the conduct and behaviour of the department in line with company expectations.
Own the operational cadence of team meetings & reviews.
Support succession planning, including onboarding and coaching of new hires.
Model excellent service standard by maintaining a share of daily workload.
Own customer outcomes & support escalations
Act as point of escalation for customer issues, complaints, and internal process barriers.
Ensure SLA performance through proactive prioritization and risk management.
Co-ordinate with stakeholders across the business to resolve issues early and clearly.
Drive Process discipline, measurement, and continuous improvement
Create, and maintain adherence to SOPs for high frequency and/or high value departmental processes.
Lead a structured approach to continuous improvement within the department.
Champion adoption of internal tools to support automation and streamlining of processes.
Work with the team to identify recurring issues and work cross functionally to develop systemic fixes
Key Requirements
Essential
Experience in a customer service environment
Strong written and verbal communication skills
Demonstrated ability to coach, influence, and support others
Competent with core IT systems (D365, MS Office, Salesforce desirable)
Strong problem solving capability & judgement in complex environments Able to manage workloads, SLAs, and internal/external priorities
Desirable
Previous leadership, mentor, or senior agent experience
Exposure to SLA-based operations
Understanding of order to cash cycle and order fulfilment
Familiarity with AI-assisted workflows or process automation.
Benefits
Company Healthcare
Company pension (5% company contribution)
Company Sick Pay
Critical Illness cover and Life Assurance cover
22 days Annual Leave, rising to 25.
Plus a range of employee benefits provided through our insurances provider. Details will be provided. In addition, there is free car parking, free tea and coffee and social events during the year.
To Apply
If you feel you are a suitable candidate and would like to work for Goodfellow, please do not hesitate to apply