Client Support Team Leader

Dovetail Recruitment Ltd; Christchurch; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Parking onsite

Annual leave

Pension contribution

Job summary

Dovetail Recruitment Ltd in Christchurch is seeking a proactive Team Leader to run the client support function, combining hands-on client handling with people leadership. You will coach two Brand Support Specialists and ensure timely, high-quality service across order fulfilment, returns and queries.

The role is office-based with standard hours, offering annual leave, pension contributions and an annual bonus.

Qualifications

• Experience supervising customer service teams or similar.
• Hands-on approach handling client enquiries and complex cases.
• Excellent written and verbal communication; manage client expectations.
• Strong organisational skills in a busy environment.
• Proactive mindset for process improvement and quality.

Responsibilities

• Lead, coach and develop two Brand Support Specialists with regular feedback.
• Manage daily workloads, priorities and team coverage.
• Oversee escalated client enquiries and provide timely updates.
• Support recruitment, onboarding and training of team members.
• Collaborate with cross-functional teams to resolve issues quickly and accurately.
• Maintain standards, record keeping and client updates.
• Contribute to client meetings and service reviews as needed.
• Foster a collaborative culture focused on accountability and service quality.

Skills

Team leadership

Customer service

People development

Stellar communication

Organisation

Process improvement

Logistics exposure

Job description

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