Customer Service / Customer Success Lead

Pod Talent; Kidderminster; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

A leading logistics service provider in Kidderminster is seeking a Customer Service / Customer Success Lead. The role involves managing the full customer service process, handling complaints, and improving service delivery. Ideal candidates will have significant customer service experience and be proactive. Competitive salary of £34k–£40k plus performance bonus offered.

Benefits

Performance bonus

Casual dress

Staff discounts

Company events

Pension

Free on-site parking

Qualifications

• Significant experience in a pure customer service role.
• Ability to handle complex customer issues.
• Experience with customer service platforms is ideal.

Responsibilities

• Manage the full customer service process.
• Communicate confidently across various channels.
• Resolve delivery or courier-related issues.
• Build long-term relationships with customers.
• Transition to a customer service platform.

Skills

Customer service experience

Problem-solving

Strong communication

Organisational skills

Proactive mindset

Interest in sports

Tools

Zendesk

Gorgias

Freshdesk

Job description

Customer Service / Customer Success Lead

Sector: Logistics & Customer Services

Job Type: Permanent

Salary: £34k - 40k per year + Bonus

Contact: Holly Pattison

Contact Email: [e-mail]

Job ref: JOB-7014

Expiry date: 26-Aug-2025

Customer Service / Customer Success Lead
On-site in Kidderminster (with some flexibility to work from home occasionally) | £34,000–£40,000 + Bonus
Full-time | Some flexibility required during peak periods

Help shape the customer experience of a growing brand – and play a key role in building a world-class service function.

Are you a customer service professional who thrives in a fast-paced environment, enjoys solving problems, and genuinely cares about delivering standout experiences? If you take pride in owning the full customer journey - from resolving complaints to improving processes - this could be the perfect role for you.

We're looking for someone passionate about customer experience, committed to quality, and confident in taking the initiative to make things better. You’ll be joining a high-growth business with big ambitions, where customer satisfaction is at the heart of everything we do.

What You’ll Be Doing

Customer Service / Customer Success Lead responsibilities:

• Manage the full customer service process - responding to enquiries, resolving complaints, and improving how we work.
• Communicate confidently with customers across email, phone, and live chat.
• Track and resolve delivery or courier-related issues while maintaining our excellent Trustpilot rating.
• Build long-term relationships with customers and support a loyal fanbase.
• Help transition from an inbox-only setup to a customer service platform like Zendesk, Gorgias, or Freshdesk.

What We’re Looking For

Experience required for the Customer Service / Customer Success Lead:

• Significant experience in a pure customer service role (not sales).
• Confident handling complex or sensitive customer issues from start to finish.
• Strong communicator with a proactive, solutions-focused mindset.
• Organised, driven, and comfortable working at pace in a growing team.
• Open to working occasional overtime during busy or peak periods.
• A genuine interest in sport and a desire to be part of something exciting.
• Ideally experienced with - or confident in rolling out - a customer service platform.

Why Apply?

• £34,000–£40,000 salary + performance bonus
• Be part of a dynamic, high-energy culture focused on positivity, ownership, and ambition
• Casual dress, staff discounts, company events, and pension
• Free on-site parking and a close-knit team environment

We’re looking for someone who brings energy, drive, and a positive mindset – someone who takes ownership, is always looking to improve, and is happy to go the extra mile.

If that sounds like you, we’d love to hear from you.
Apply here or get in touch at [e-mail]