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 CompanyThis 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