Team Leader - Customer Service

Your new company My client, a global manufacturing business, is seeking a professional Team Leader to join their business on a permanent basis.I am recruiting for an experienced Customer Service Team Leader to join a well-established global manufacturing business at its Ellesmere Port operation.This is an excellent opportunity for an experienced Customer Service Team Leader or Supervisor who enjoys leading people, improving processes and taking ownership of the customer experience.You will be responsible for leading the Customer Service function, managing the day-to-day performance of the team and ensuring customers receive accurate, responsive and consistently high-quality service.This is much more than a standard customer service position. You will work closely with Sales, Operations, Finance, Logistics and external service providers, acting as a key link between customers and the wider business.

Your new role The position is offered full time and fully based on site with a rotating working-hours pattern:2 weeks: 9:00am to 5:00pm1 week: 7:00am to 3:00pm1 week: 10:30am to 5:00pmDuring the 10:30am to 5:00pm week, the successful candidate will also participate in an on-call arrangement covering 5:00pm to 9:00pm, including Saturday and Sunday cover until 9:00pm.To recognise this flexibility, the role attracts an additional bonus.Some of your duties will include but not limited to.

Lead and manage the Customer Service Team, including supporting a team member based remotely. Take ownership of customer service operations across the UK. Provide day-to-day leadership, coaching, guidance and support to the Customer Service team. Ensure the team is effectively resourced, organised and equipped to deliver against customer and operational requirements. Oversee the accurate receipt, processing and administration of customer orders. Manage customer communication throughout the order and delivery process. Drive high standards of customer satisfaction, order accuracy, delivery timelines and invoicing efficiency. Work collaboratively with Sales, Operations and Finance to resolve issues and deliver an excellent customer experience. Build effective working relationships with external logistics partners and service providers. Monitor service performance, identifying opportunities to improve processes and prevent recurring issues. Lead by example, encouraging accountability, collaboration and a continuous improvement mindset. Ensure safety remains a priority and that the team operates in accordance with company procedures and standards.

What you'll need to succeed Previous experience as a Customer Service Team Leader, Customer Service Supervisor or Customer Service Manager. Proven experience of successfully managing and developing a customer service or order-processing team. Experience of managing or supporting employees across multiple locations would be advantageous. Strong order management and customer administration experience. The ability to manage priorities within a busy, time-critical environment. Excellent communication skills and the confidence to deal with customers and senior internal stakeholders. Strong problem-solving skills with the ability to take ownership of customer and operational issues. Experience working collaboratively with departments such as Sales, Operations, Logistics and Finance. A proactive approach to continuous improvement and identifying more efficient ways of working. Previous experience in manufacturing, industrial products, logistics, distribution or a similarly operational environment would be particularly beneficial.

What you'll get in return Competitive salary Free parking Very supportive team Progression opportunities

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