Customer Service Advisor – Team Lead

Micheldever Group; Tees Valley; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Staff discounts on servicing, tyres &M

Life Insurance

Pension

Eye Care Vouchers

Cycle to Work

Employee Assistant Program

Long Service Recognition

Job summary

Protyre Autocare is seeking a motivated Customer Service Advisor – Team Lead to deliver day-to-day customer service support and own strategic projects. Reporting to the Customer Experience Manager, you will guide the team, deputise during absences, and champion a customer-first culture across the service journey.

You will lead, mentor, and support the team to deliver efficient processes, handle escalations, and drive improvements in customer satisfaction while maintaining a high-performing

Qualifications

• Experience leading a Customer Service team or deputising for a manager.
• Proven ability to deliver efficient customer journeys and performance.
• Strong stakeholder management and escalation handling.
• Track record of fast-paced environment delivery.
• Customer service excellence and team motivation.

Responsibilities

• Lead and motivate the Customer Service Advisors to deliver exceptional service.
• Act as escalation point for complex queries and service issues.
• Ensure resource planning and coverage meets customer demand.
• Support implementation of service processes and policies.
• Identify challenges and recommend improvements.
• Collaborate with stakeholders to resolve issues efficiently.
• Drive customer satisfaction and continuous service delivery improvements.
• Champion a customer-first culture within the team.
• Gather customer insights to improve products and journeys.

Skills

Team leadership

Mentoring

Stakeholder management

Operational delivery

Customer service

Job description

Protyre Autocare is looking for a motivated Customer Service Advisor – Team Lead, to deliver day‑to‑day Customer Service support, owning and delivering assigned strategic projects, providing guidance to Customer Service Advisors. Reporting to our Customer Experience Manager, the Customer Service Advisor Team Lead excels in operational performance and delivery, stakeholder engagement, and team support, contributing to efficient processes and the achievement of broader customer journey objectives. This role combines hands‑on Customer Service Advisor duties - ownership of the customer journey and the responsibility to deputise for the Customer Experience Manager during periods of absence.
Success in this role will come from a passion for providing team support, being part of driving efficient processes to delivering great customer service.

• Location: Office based in Stockton-on-Tees
• Working Pattern: Monday to Friday 8.30am-5.30pm, (1 hour lunch) rotational Saturdays 8.30am-4pm (30mins lunch)
• Must have: Due to the nature of the business, you must be able to work a this pattern which will include bank holidays.
• Benefits: Staff discounts on servicing, tyres and MOTs. Retail vouchers, Finder’s fee, Life Insurance, Pension, Eye Care Vouchers, Buy/Sell Holiday, Flu Jab, Employee Assistant Program. Long Service Recognition, Enhance Maternity and Paternity, Cycle to Work, Charity Match.
• Recruitment Process: If you are successful following a first stage interview, you will be invited to an assessment centre.
• Training and Career development: Full training on our systems will be provided. We offer a variety of fully funded courses

About our role

• Support the Customer Experience Manager by leading and motivating the team to deliver exceptional customer experiences, fostering a positive, engaged, and high‑performing culture.
• Act as an escalation point for complex customer queries, complaints, and service issues.
• Ensure adequate resource planning and workforce coverage to meet customer demand.
• Support the implementation of service processes, policies, and procedures.
• Identify operational challenges and proactively recommend solutions.
• Collaborate with other stakeholders to resolve customer and business issues efficiently.
• Drive continuous improvement in customer satisfaction and service delivery.
• Champion a customer‑first approach throughout the team.
• Drive initiatives to improve customer service processes, systems, and team effectiveness.
• Gather and share customer insights to help improve products, services, and customer journeys.

About you

• Previous experience in a senior or lead Customer Service role, including mentoring junior team members or deputising for a manager
• Proven experience as a Customer Service Advisor (or similar) who excels in operational and performance delivery
• Demonstrated ability to own and deliver efficient processes and the achievement of broader customer journey objectives
• Experience in managing stakeholder relationships, and acting as a point of escalation
• Experience of working in a fast‑paced environment

About our company

Micheldever Tyre Services (MTS) was founded in 1972 as a part‑time venture providing car servicing and tyres. Today, Micheldever Group is the fastest growing wholesaler, distributor and retailer of tyres in the UK, selling six million tyres nationwide (20 percent of the total UK market) and employing approximately 2100 employees’ company wide.

To support this business, we have built a wholesale distribution network of 14 sites around the UK supplying over 6,000 retailers and our own retail chain Protyre which is consistently growing. This is achieved by skilled, focused and determined teams across one central distribution centre and 13 warehouse operations nationwide.