Location | Normanton (On site) Contract Type | Full-Time – Permanent Why Join Howdens as a Senior Customer Service Team Leader: Howdens is looking for a talented Senior Customer Service Team Leader to join our dynamic team and help us drive our customer experience to new heights. This is an exciting opportunity to play a key leadership role in a fast-paced environment where your expertise and ideas will make a real impact. You'll be supporting a £90m revenue operation, helping us deliver exceptional service across 30,000 kitchens annually — while leading and developing a team passionate about making things right for our customers. What will you be doing as a Senior Customer Service Team Leader: As a Senior Customer Service Team Leader, you will lead, mentor, and develop a team of customer service and installation professionals. Your focus will be on achieving service excellence, resolving customer issues efficiently, and ensuring seamless collaboration across teams. - Lead two direct reports - Team Leaders (Customer Service & Installation) - Be the main point of contact for escalations and development for around 30 indirect reports - Manage critical relationships with depots, builders, field teams, and end users - Ensure delivery of KPIs and SLAs aligned with business goals Key Responsibilities: - Provide strategic leadership and guidance to customer service teams - Drive high performance through clear KPIs and continuous feedback - Develop and implement operational plans that promote productivity and efficiency - Foster a positive, high-performing team culture - Address and resolve escalated issues with professionalism and urgency - Collaborate cross-functionally to ensure cohesive service delivery - Report on performance metrics and drive service improvements - Keep up with industry trends to evolve customer support processes What Do You Need to Qualify: We’re looking for someone who brings both experience and energy to the role. You’ll need: - A minimum of 5 years in a customer service leadership role - A strong track record of managing teams of 20 across multiple functions - Extensive experience in resolving complex customer issues and managing high-volume service environments - Proficiency with ERP systems and operational tools - A passion for coaching and developing people - Strategic thinking with excellent organisational and decision-making skills - Strong interpersonal and relationship-building abilities across all levels - An analytical mindset with a proactive approach to problem-solving What we can offer you: - Competitive salary, bonus and benefits package - Pension plan with a company contribution of up to 12% - Free on-site parking - Free lunch at our on-site canteen - Friendly and supportive environment offering exceptional reward and recognition About Howdens: Howdens Joinery is the UK’s number one trade kitchen supplier providing thousands of products across kitchens, joinery, and hardware. We have over 900 depots throughout the UK and Europe – making us the first choice for more than 460,000 loyal trade professionals. Last year our sales reached circa 2.2bn, and we have an ambitious growth agenda. There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment. That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named one of the 10 Best Big Companies to Work For. How to Apply: We’re building a future where world-class service, innovation, and sustainability are embedded within our DNA. If Howdens sounds like the kind of place where you can build and develop your career as a Senior Customer Service Team Leader, then we’re keen to hear from you. When you apply for this role, you will need to activate your account. Please check your email carefully to ensure that you have completed this step. We are unable to view your application if you have not activated your account. Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email (url removed) with the job title and location, and we will be happy to help you