Join Our Team as a Customer Service Manager / Team Leader! Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced environment where you can lead a team and build lasting relationships? If so, we want to hear from you! About Us We are an innovative organisation in the manufacturing and production industry, dedicated to creating streamlined, customer-first experiences. We believe in our core values-Hungry, Humble, and Smart-and we're on the lookout for a talented individual who shares our vision. Role Overview We are seeking a proactive and customer-centric Customer Service Manager / Team Leader to join our dynamic team in Peterborough. This is a permanent, full-time role with an annual salary ranging from £30,000 to £40,000. You will blend team leadership with platinum customer account management, ensuring our key clients receive nothing short of exceptional service and support. What You'll Do: Platinum Account Management Serve as the dedicated point of contact for our top-tier customers. Build strong, trust-based relationships to enhance client satisfaction and retention. Engage proactively with clients via phone, email, and video, following up on inquiries. Ensure client needs are met promptly, escalating internally when necessary. Collaborate cross-functionally to help clients achieve their goals. Team Leadership & Customer Operations Lead, coach, and develop a customer service team of three. Monitor team performance using Zendesk and other tools to meet SLAs and KPIs. Handle escalations and support the team with complex tickets and inquiries. Identify process gaps and training needs to continuously improve service delivery. Champion Zendesk, ensuring efficient ticket resolution and tracking. Culture & Values Embody and promote our core values:Hungry: Ambitious, driven, and constantly seeking ways to serve customers better.Humble: Valuing teamwork, admitting mistakes, and being open to feedback.Smart: Bringing emotional intelligence to interactions and making thoughtful decisions. Foster a supportive, honest, and high-performing environment for the team. About You Proven experience in customer service, particularly with key accounts. Exceptional written and verbal communication skills, with confidence in phone interactions. Proficiency in Microsoft applications. Strong problem-solving skills and a solutions-first mindset. Naturally empathetic, detail-oriented, and calm under pressure. Experience in a small business or fast-growing environment is a plus. Why Join Us? Be part of a passionate team that values your input and ideas! Enjoy nearby parking and a vibrant work environment. Take the lead in creating exceptional experiences for our clients. If you're ready to embrace a challenging yet rewarding opportunity and make a real impact, we'd love to meet you! Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website