Customer Care Team Leader: Drive Performance & Growth

Bowmay Consulting; Padiham; On-site; GBP 28,000 - 42,000; Full time

Job summary

Bowmay Consulting is seeking an experienced Customer Care Team Leader to take day-to-day leadership of a busy customer care team and drive performance.

You will monitor KPIs, coach staff, manage workloads, resolve complex queries and collaborate with senior management to improve processes and the customer journey. Experience in manufacturing environment is preferred.

The role requires a hands-on, commercially aware leader who can energise the team and deliver consistent day-to-day results.

Qualifications

• Experience leading or supervising a customer-facing team.
• Strong communication and relationship-building skills.
• Customer-first approach with commercial awareness.
• Confidence managing performance and difficult conversations.
• Analytical skills to interpret KPIs and reports.
• Good organisation and attention to detail.
• Proactive problem-solving and continuous improvement.
• Ability to work with senior stakeholders.

Responsibilities

• Lead, motivate and develop a team of customer service professionals.
• Monitor team and individual performance against KPIs.
• Hold regular 1-to-1s, provide coaching and feedback.
• Oversee daily workloads and ensure adequate resources.
• Support resolution of complex customer queries and act as escalation point.
• Build strong customer relationships and develop opportunities to grow business.
• Manage and follow up enquiries to progress opportunities.
• Monitor service levels, outstanding work and commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend process improvements.
• Collaborate with other departments to ensure a smooth customer journey.

Skills

Team leadership

KPI tracking

Coaching & feedback

Performance management

Customer service

Process improvement

Stakeholder management

Job description

Bowmay Consulting is seeking an experienced Customer Care Team Leader to take day-to-day leadership of a busy customer care team and drive performance.

You will monitor KPIs, coach staff, manage workloads, resolve complex queries and collaborate with senior management to improve processes and the customer journey. Experience in manufacturing environment is preferred.

The role requires a hands-on, commercially aware leader who can energise the team and deliver consistent day-to-day results.