Role Purpose
This is an operational role responsible for leading a defined CSS/CSA team and owning day-to-day service performance, customer experience, and people leadership. The role blends the customer-facing, commercial accountability of a Customer Support Specialist (CSS) with the operational control, SLA ownership, and process discipline of a Customer Support Administrator (CSA), while adding clear responsibility for coaching, performance management, and continuous improvement. The Team Leader acts as the first line of leadership within the CSS operating model, ensuring the team delivers consistent, high-quality service and operates in line with defined roles, processes, and expectations.
Key Accountabilities
Customer Experience & Commercial Leadership
* Act as the escalation point for complex or high-risk customer issues, ensuring outcomes protect both customer experience and commercial integrity.
* Coach team members on proactive customer engagement, effective questioning, and relationship management.
* Reinforce a consistent, high-quality service experience across all customer touchpoints.
Operational Control & SLA Ownership
* Own day-to-day SLA performance across calls, emails, quotes, and order processing for the team.
* Monitor and balance workload between CSS and CSA activities to ensure capacity is used effectively and role boundaries are protected.
* Ensure system data accuracy, right-first-time mindset and audit-ready records across all team activity.
* Identify and intervene early where backlogs, quality issues, or SLA risks emerge.
People Leadership & Coaching
* Provide day-to-day line management for CSS and CSA team members, including regular 1:1s, coaching conversations, and performance feedback.
* Support onboarding, training progression, and capability development across the team.
* Reinforce role clarity, accountability, and expected behaviours aligned to the CSS operating model.
* Act as a role model for professionalism, ownership, and continuous improvement.
Process Adherence & Continuous Improvement
* Ensure team adherence to agreed processes, triage rules, and escalation paths.
* Identify recurring issues, inefficiencies, or customer pain points and escalate improvement opportunities.
* Support the implementation of new processes, tooling, and ways of working as part of the CSS transformation programme.
Key Responsibilities
* Lead the daily operational rhythm, including prioritisation, backlog reviews, and SLA checks.
* Coach CSS team members on proactive engagement, quotation quality, and customer communication.
* Coach CSA team members on accuracy, pace, and SLA discipline.
* Manage escalations relating to service failure, invoice disputes, loss or damage, and delivery issues.
* Liaise with Transport, Warehouse, Sales, and Finance teams to resolve issues impacting customers.
* Maintain clear visibility of team performance metrics and take corrective action where variance occurs.
Requirements
Essential
* Proven experience in a customer support or equivalent customer operations role.
* Previous experience in the construction industry, ideally within tool hire or plant hire, with an understanding of site-driven customer needs and hire-to-return processes.
* Ability to manage competing priorities in a fast-paced, SLA-driven environment.
* Strong coaching and people leadership capability.
* Hands-on, proactive approach — willing to roll up sleeves and support the team operationally during peak periods, absence cover, or service recovery situations.
* Excellent communication skills, with confidence handling difficult customer and internal conversations.
Desirable
* Experience leading a small operational team or acting as a deputy or team lead.
* Strong understanding of the customer lifecycle within a B2B service environment.
Benefits
THX Values: As a family-centred business, people are at the heart of everything we do. We’re proud to have a strong commitment to our team because we know that the success of any company depends on the people behind it. That’s why we make sure our employees feel valued, supported, and given every opportunity to grow.
We believe that a diverse team is a strong team. We’re dedicated to building an inclusive workplace where everyone feels welcome, respected, and able to thrive.
Alongside a competitive benefits package and great opportunities for career development, we’ve built a friendly, collaborative culture that reflects our core values (Humility Innovation Refreshing Energetic). These values guide how we work, how we treat each other, and what it means to be part of THX: a high-performing team that’s always learning, innovating, and focused on leaving people feeling good.
* Competitive Salary
* Recharge with 25 Days Holiday (with Bank Holiday’s on top).
* Looking after your future with a Company Pension.
* Special recognition and rewards incentives.
* NO MORE PACKED LUNCHES: Enjoy access to our fully stocked kitchens, filled with snacks and treats to keep you fueled throughout the day.
* A great opportunity to join an expanding Company.
* Study support.
* All company bonus scheme.
* Free on-site parking.