Customer Service Team Lead - Flexible Work & Growth

Goodfellow; Huntingdon; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private healthcare

Company pension

Sick pay

EAP (wellbeing)

Annual leave 22–25 days

Onsite parking

Social events

Job summary

Goodfellow is seeking a Customer Service Team Leader in the Huntingdon area. You will lead, coach, and develop a high-performing team while owning escalations and day-to-day operational discipline. The role combines hands-on work (~20–30%) with strategic leadership across multiple sites.

You’ll ensure strong customer outcomes, balance workloads, and drive continuous improvement in SLA performance. An opportunity to grow responsibilities as the team expands.

Qualifications

• Experience in a customer service environment and a track record of coaching others.
• Ability to manage escalations and drive customer outcomes.
• Strong understanding of SLAs, processes and quality control.
• Experience working across multiple sites or business units is advantageous.
• Familiarity with AI-assisted workflows or process automation is a plus.

Responsibilities

• Deliver team performance through people and coaching.
• Build a capable, motivated team with 1:1s and development plans.
• Own the operational cadence of team meetings and reviews.
• Manage conduct in line with company expectations and on-boarding of new hires.
• Support succession planning and onboarding of new hires.
• Handle escalations and ensure on-time-to-promise outcomes.
• Maintain adherence to SOPs and drive continuous improvement.
• Collaborate with other locations to broaden exposure and star performance.

Skills

Customer service excellence

Coaching & leadership

Escalation management

SLA & process discipline

Cross-site collaboration

Tools

D365

MS Office

Salesforce

Job description

Goodfellow is seeking a Customer Service Team Leader in the Huntingdon area. You will lead, coach, and develop a high-performing team while owning escalations and day-to-day operational discipline. The role combines hands-on work (~20–30%) with strategic leadership across multiple sites.

You’ll ensure strong customer outcomes, balance workloads, and drive continuous improvement in SLA performance. An opportunity to grow responsibilities as the team expands.