Job title: Customer Service Team Leader
Salary: £40,000-£45,000 (Dependant on experience), company profit related bonus
Location: Alton (office based role)
Hours: 8.00am-5.00pm (Monday to Friday)
Are you a natural leader who thrives in a fast-paced environment? Do you have the ability to keep calm under pressure while driving service excellence and continuous improvement?
If this sounds like you, a leading specialist in construction materials distribution is looking for a Customer Service Team Leader to join their growing team. This is a pivotal role in a business renowned for its "next-day delivery" promise and exceptional customer experience.
About the Company
This respected, family-owned business has carved out a niche in the construction supply sector, combining speed, reliability, and technical know-how. With ambitious growth plans, including new depots and investment in systems. The company offers a dynamic environment where your ideas and leadership will make a real impact.
What's the role about?
As Customer Service Team Leader, you will:
* Lead and inspire a small team, creating a high-performing, supportive culture.
* Process all customer orders quickly, accurately, and within operational deadlines
* Act as the escalation point for complex customer issues, ensuring swift resolution.
* Drive process improvements and efficiency gains to maintain industry-leading service standards.
* Collaborate with Sales, Operations, and Finance to deliver seamless customer experiences.
* Report on team performance and service KPIs to the Sales Director.
Key Responsibilities
* Maintain strict SLAs: calls answered within 6 seconds, emails within 2 hours.
* Ensure 100% accuracy in order processing and CRM updates.
* Produce weekly OTIF (On Time In Full) and performance reports.
* Identify and implement process improvements to reduce risk and increase efficiency.
* Support change projects to enhance automation and workflow.
Requirements
You'll bring:
* Proven experience leading a customer service team in a fast-paced environment.
* Calm, solutions-focused approach with strong problem-solving skills.
* Excellent communication and organisational ability.
* High attention to detail, ensuring accuracy in orders, enquiries, and reporting.
* Confidence with systems (ERP/CRM experience ideal).
* A mindset for continuous improvement and adaptability.
Benefits
What's in it for you?
* Competitive Salary: £40,000–£45,000 DOE.
* Career Growth: Opportunity to shape a critical function and progress as the business scales.
* Impact: Play a key role in delivering the company's USP — speed and reliability.
* Culture: Join a values-driven team that prizes adaptability, problem-solving, and plain talking.
* Perks: 21 days holiday + bank holidays, pension scheme, and a well-stocked kitchen with free refreshments.