Customer Service / Customer Success Lead
Sector: Logistics & Customer Services
Job Type: Permanent
Salary: £34k - 40k per year + Bonus
Contact: Holly Pattison
Contact Email: Holly@pod-talent.com
Job ref: JOB-7014
Expiry date: 26-Aug-2025
Customer Service / Customer Success Lead
On-site in Kidderminster (with some flexibility to work from home occasionally) | £34,000–£40,000 + Bonus
Full-time | Some flexibility required during peak periods
Help shape the customer experience of a growing brand – and play a key role in building a world-class service function.
Are you a customer service professional who thrives in a fast-paced environment, enjoys solving problems, and genuinely cares about delivering standout experiences? If you take pride in owning the full customer journey - from resolving complaints to improving processes - this could be the perfect role for you.
We're looking for someone passionate about customer experience, committed to quality, and confident in taking the initiative to make things better. You’ll be joining a high-growth business with big ambitions, where customer satisfaction is at the heart of everything we do.
What You’ll Be Doing
Customer Service / Customer Success Lead responsibilities:
* Manage the full customer service process - responding to enquiries, resolving complaints, and improving how we work.
* Communicate confidently with customers across email, phone, and live chat.
* Track and resolve delivery or courier-related issues while maintaining our excellent Trustpilot rating.
* Build long-term relationships with customers and support a loyal fanbase.
* Help transition from an inbox-only setup to a customer service platform like Zendesk, Gorgias, or Freshdesk.
What We’re Looking For
Experience required for the Customer Service / Customer Success Lead:
* Significant experience in a pure customer service role (not sales).
* Confident handling complex or sensitive customer issues from start to finish.
* Strong communicator with a proactive, solutions-focused mindset.
* Organised, driven, and comfortable working at pace in a growing team.
* Open to working occasional overtime during busy or peak periods.
* A genuine interest in sport and a desire to be part of something exciting.
* Ideally experienced with - or confident in rolling out - a customer service platform.
Why Apply?
* £34,000–£40,000 salary + performance bonus
* Be part of a dynamic, high-energy culture focused on positivity, ownership, and ambition
* Casual dress, staff discounts, company events, and pension
* Free on-site parking and a close-knit team environment
We’re looking for someone who brings energy, drive, and a positive mindset – someone who takes ownership, is always looking to improve, and is happy to go the extra mile.
If that sounds like you, we’d love to hear from you.
Apply here or get in touch at holly@pod-talent.com
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