Customer Service Team Lead — Hybrid Work & Growth

Point Professional Recruitment LTD; Huntingdon; Hybride; GBP 38 000 - 48 000; Plein temps

Avantages offerts par ce poste

Private healthcare

Pension contribution

Hybrid working arrangements

22–25 days annual leave

Onsite parking

Résumé du poste

Point Professional Recruitment LTD is recruiting a Customer Service Team Leader for a well-established global advanced materials business headquartered in Huntingdon, Cambridgeshire. This is a full-time, permanent role with hybrid working, offering real scope to grow as the customer service function expands.

The role combines people leadership with hands-on operational work (about 20-30%), focusing on delivering exceptional customer outcomes across a diverse global client base in aerospace,

Qualifications

• Experience in a customer service environment.
• Proven ability to coach, influence and support others.
• Strong written and verbal communication with stakeholder management.
• Confident problem solver with sound judgement in complex situations.
• Able to manage competing workloads, SLAs and priorities.
• Experience with D365, MS Office or Salesforce desirable.
• Leadership, mentoring or senior agent experience desirable.
• Exposure to SLA-based operations desirable.
• Understanding of order-to-cash cycle and order fulfilment desirable.
• Familiarity with AI-assisted workflows or process automation desirable.
• Experience working across multiple sites, teams or business units desirable.

Responsabilités

• Leading, coaching and developing a team of Customer Service professionals through regular one-to-ones, development plans and performance conversations.
• Managing workloads, prioritisation and resource allocation across the team daily.
• Acting as the point of escalation for customer complaints, issues and internal process barriers, and seeing them through to resolution.
• Monitoring SLA performance and taking proactive steps to manage risk and maintain service levels.
• Creating and maintaining SOPs for high-frequency and high-value processes.
• Driving a structured approach to continuous improvement, including identifying recurring issues and cross-functional resolution.
• Championing adoption of internal tools and supporting automation and process streamlining.
• Supporting onboarding and coaching of new team members.
• Collaborating with stakeholders across the business to resolve issues early and clearly.
• Contributing to projects that shape how customer service is structured and delivered across the wider group.

Connaissances

People leadership

Coaching

Stakeholder management

Communication skills

Problem solving

Workload management

Outils

D365

MS Office

Salesforce

Description du poste

Point Professional Recruitment LTD is recruiting a Customer Service Team Leader for a well-established global advanced materials business headquartered in Huntingdon, Cambridgeshire. This is a full-time, permanent role with hybrid working, offering real scope to grow as the customer service function expands.

The role combines people leadership with hands-on operational work (about 20-30%), focusing on delivering exceptional customer outcomes across a diverse global client base in aerospace,