Customer Service Team Leader

Are you looking for a new challenge to further your customer service career? We are recruiting on behalf of a well-established and successful business for an experienced Customer Service Team Leader to join their team in Witham.

This is a pivotal leadership role, responsible for managing and developing an experienced customer service team while ensuring the highest standards of service are delivered to both UK and international customers. Working collaboratively with Sales, Operations, Planning, Finance and Logistics, you will play a key role in driving operational excellence, enhancing customer satisfaction and supporting the continued growth of the business.

This position would suit a customer service professional with proven leadership experience, a passion for continuous improvement, and the ability to build strong relationships across multiple functions.

Please note: Due to the location of the site, applicants must hold a full UK driving licence and have access to their own vehicle, as public transport links are limited.

The Role

Reporting to the Customer Service Manager, you will lead an experienced team of customer service professionals while managing a portfolio of UK and international customer accounts. You'll work closely with Sales, Operations, Planning, Finance, Logistics and external partners to ensure orders are delivered efficiently and customers receive an outstanding service.

This is a hands-on leadership role where you'll also identify opportunities to improve processes, increase efficiency and support the continued growth of the business.

Key Responsibilities

• Lead, coach and develop the Customer Service team to deliver exceptional customer service.
• Provide day-to-day guidance, support and performance management.
• Manage a portfolio of UK and international customer orders from receipt through to delivery.
• Build strong working relationships with customers, internal departments and external logistics partners.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Review and improve team processes and workflows.
• Ensure compliance with export, customs and international trade requirements.
• Support business continuity by providing cover across customer support functions where required.

Person Specification

• Previous experience leading and developing a customer service team.
• Strong B2B customer service experience.
• A proven track record of driving continuous improvement.
• Experience working cross-functionally with Sales, Operations, Logistics and Supply Chain teams.
• Excellent planning, organisational and problem-solving skills.
• The ability to remain calm under pressure and manage multiple priorities.
• Strong communication and relationship-building skills.
• A full UK driving licence and access to your own vehicle.

Desirable

• Experience managing international customers.
• Knowledge of export processes, customs regulations and international shipping documentation.

Benefits

• Independent established business.
• Performance bonus scheme.
• Generous pension contribution.
• Life insurance.
• 24 days annual leave plus bank holidays.
• Genuine opportunities for career development and progression.

If you are an experienced customer service professional looking to take the next step in your career within a supportive and forward-thinking organisation, we would be delighted to hear from you.