Client Support Team Leader

Client Support Team Leader Job in Christchurch

Our successful client is a specialist product, fulfilment, and logistics business who helps their brands manage their operational requirements and deliver an excellent service to their customers. We are looking for a proactive, organised and people-focused team manager to lead the day-to-day running of their support team. This is a hands-on role, combining team leadership and development with direct responsibility for managing client enquiries and resolving operational issues.

• Salary: £32,000 per annum + annual bonus

• Working office-based Monday – Friday 8.30am – 5.30pm

• Parking onsite

• Annual leave

• Pension contribution

Duties and Responsibilities:

• Lead, coach and develop two Brand Support Specialists, providing clear direction, regular feedback and ongoing support.

• Conduct regular one-to-one meetings, identify development needs and agree actions to improve individual and team performance.

• Manage daily workloads, priorities and team coverage

• Support recruitment, onboarding and training, helping team members build the knowledge and confidence to resolve enquiries effectively

• Oversee day-to-day enquiries, including order issues, goods-in, inventory, picking and packing, dispatch, returns, rework and standard reporting

• Work with Admin Support on order enquiries, tracking and collections, ensuring responsibilities are clearly understood across teams

• Take ownership of escalated client enquiries, investigating issues, coordinating actions and ensuring clients receive timely, clear updates

• Support the team with complex or sensitive conversations, helping them communicate professionally and confidently

• Build strong working relationships with clients and internal stakeholders, contributing to client meetings and service reviews where required

• Maintain consistent standards, record keeping, client updates and case closure

• Work closely with Warehouse Operations, Stock Management, Logistics, Technology, Finance, Rework, Admin Support and Account Management to resolve enquiries efficiently.

• Ensure clear ownership of issues between departments, with appropriate follow-up until a resolution is reached

• Contribute to a collaborative team culture focused on accountability, service quality and continuous improvement

Minimum Skills and Experience:

• Experience in customer service, client support, brand support, order fulfilment or a similar operational environment

• Previous experience supervising, mentoring or leading a team, with the ability to motivate others and manage performance

• A hands-on approach, with the confidence to manage client enquiries and complex cases personally rather than relying solely on delegation

• Excellent written and verbal communication skills, with the ability to manage client expectations and handle difficult conversations professionally

• Strong organisational skills and the ability to prioritise competing demands in a busy environment.

• A proactive mindset, with an interest in improving processes, quality and the overall client experience.

• Experience in product, logistics, distribution, warehousing or fulfilment would be advantageous, particularly where you have worked with order management, stock queries, dispatch or delivery issues