Customer Service Team Leader

William Jackson Food Group; City Of London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading food service company in the UK is looking for an experienced Customer Service Team Leader to lead a dynamic team. You will be responsible for enhancing customer experience, performance management, and continuous improvement across the customer journey. The ideal candidate is proactive, a strong communicator, and has experience with CRM tools. This hybrid role offers competitive benefits including annual leave, development opportunities, and a KPI-related bonus.

Benefits

25 days annual leave + 8 public holidays

Auto-Enrolment Pension

Discretionary annual bonus

Learning and development opportunities

Life assurance

Cycle to work scheme

Employee benefits portal

Volunteer days

Free parking

Up to 40% discount on company products

Socials and internal awards

Subsidised canteen

Qualifications

• Confident analysing KPIs and customer feedback to drive improvement.
• Proactive and calm under pressure, great at motivating others.
• Strong communication skills and enjoys cross-functional collaboration.
• Hands-on, organised, and seeks to improve systems and service.

Responsibilities

• Lead performance management and daily team operations.
• Oversee complaint handling and act as a point of escalation.
• Monitor team performance and analyse service trends.
• Own customer satisfaction reporting and act on feedback.
• Collaborate with departments to improve service efficiency.

Skills

Data analysis

Team leadership

Communication skills

CRM tools experience

Proactivity

Tools

Microsoft Dynamics

Microsoft Teams

Job description

Overview

We are looking for an experienced and inspiring Customer Service Team Leader to lead a small, dynamic team at the heart of Belazu's customer experience. You will be responsible for upholding high standards, coaching team performance, and driving continuous improvement across the full customer journey – from order management to complaints resolution and feedback analysis. If you thrive in a fast-paced, B2B environment, enjoy data and people, and like building strong cross-functional relationships, this could be your next great role.

Responsibilities

• Lead performance management, quality assurance, and daily team operations.
• Deliver regular 1:1s, team meetings, KPI reviews, coaching and feedback.
• Oversee complaint handling and act as a point of escalation.
• Monitor team performance and analyse service trends and KPIs.
• Own customer satisfaction reporting (NPS, CSAT, CES) and act on feedback.
• Lead onboarding and training for new joiners and continuous development for the team.
• Collaborate with wider departments to improve service efficiency and customer experience.
• Provide reporting and insight to senior leaders (orders, credits, trends, finance).
• Contribute to system improvements, process documentation and tech rollouts.
• Support the Customer Operations Manager with ad hoc tasks and inbox management when required.

Qualifications

• You're data-savvy and confident analysing KPIs and customer feedback to drive improvement.
• You're naturally proactive, calm under pressure, and great at motivating others.
• You've got strong communication skills and enjoy cross-functional collaboration.
• You're hands-on, organised, and always looking for ways to improve systems and service.
• You have experience with CRM/telephony tools like Microsoft Dynamics and Teams.
• This role may not be for you if: You're not confident managing others or having performance conversations; you don't enjoy fast-paced environments with shifting priorities; you're looking for a back-office or non-customer-facing role; you're unable to commute to Greenford at least 3 days a week.

Benefits

• 25 days annual leave + 8 public holidays, increasing with service
• Auto-Enrolment Pension, plus an enhanced pension option
• Discretionary annual bonus scheme
• Learning and development opportunities
• Life assurance from day one
• Cycle to work scheme
• Employee benefits portal with retail discounts, EAP and GP services and financial support tools
• Volunteer days
• Free parking on site
• Up to 40% discount on Company products
• Socials and internal awards
• Subsidised Canteen
• 40 hrs/wk, 08:30am - 17:00pm Mon-Fri
• Hybrid role (minimum 3 days in the office, possibly 4 depending on business need)
• Probationary period: 3 months
• Annual salary review
• 10% KPI related bonus based around challenging but achievable tasks related to the role

Additional information

Thanks for reading our job advert. We do our very best to bring to life what it's like working as part of our team. All colleagues are expected to take personal responsibility for keeping our workplace free from discrimination, harassment, and bullying - a place where everyone is treated fairly and respectfully. We are a diverse team with a shared set of professional goals and social values that drive a satisfying working experience. Belazu has been a pioneer of supplying high quality, Middle Eastern and Mediterranean ingredients within the UK's Foodservice for over 30 years.

We are an innovative leader with an energetic and high performing culture and have ambitious plans to grow over the next 5 years. We are proud of our accreditations, including B Corp status, Investors in People silver standard, and recognition in 2025 as a Sunday Times Best Place to Work.