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