Customer Service Team Leader

Rayner; Crawley; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Annual Wellbeing Reimbursement

On-site Parking & Restaurant

Pension Plan

Cycle-to-Work Scheme

Referral Bonus

Job summary

Rayner is seeking an experienced Customer Service Team Leader to drive day-to-day operations and lead a high-performing team across Worthing and Crawley sites with one day remote working.

You will use Excel and Power BI to convert data into actionable insights, improve dashboards, and strengthen customer experience while supporting continuous improvement initiatives.

Qualifications

• Experience leading, coordinating or supervising a team.
• Strong coaching, communication and problem-solving skills.
• Advanced Excel skills with large datasets, formulas, PivotTables and data analysis.
• Practical Power BI experience creating or maintaining dashboards.
• Strong analytical skills to identify trends, risks and improvement opportunities.
• Ability to translate data into clear recommendations and actions.

Responsibilities

• Lead and coordinate daily Customer Service workloads and priorities.
• Coach and support team members, building capability and accountability.
• Monitor service performance, backlog and operational risks.
• Produce and maintain Customer Service dashboards and KPI reporting.
• Analyse trends and provide actionable insight to the Customer Service Manager.
• Use Excel, Power BI and other tools to improve reporting and automation.
• Support capacity planning using operational data.
• Identify opportunities to simplify and improve processes.
• Support optimisation of NetSuite and Esker systems.
• Maintain SOPs, training materials and documentation.
• Build relations with Sales, Finance, Operations, and IT teams.
• Deputise for the Customer Service Manager when required.

Skills

Team leadership

Coaching

Communication

Problem solving

Analytical thinking

KPI reporting

Tools

Excel

Power BI

NetSuite

Esker

Power Query

SQL

Job description

We are looking for an experienced Customer Service Team Leader to lead the day-to-day operation of our Customer Service team, supporting colleagues to deliver an efficient, accurate and high-quality service.

Alongside team leadership, this role has a strong focus on data, operational performance and continuous improvement. The successful candidate will use tools such as Excel and Power BI to turn operational data into useful insight, improve reporting and help identify opportunities to improve customer experience, productivity and processes.

This role would suit someone who combines strong people leadership with excellent analytical capability and enjoys using data to solve operational problems.

The role will be based two days a week at Worthing HQ, two days a week at the Crawley site, and one day working from home.

Key Responsibilities

• Lead and coordinate daily Customer Service workloads and priorities.
• Coach and support team members, building capability, ownership and accountability.
• Monitor service performance, workload, backlog and operational risks.
• Produce and maintain Customer Service dashboards and KPI reporting.
• Analyse trends and provide clear, actionable insight to the Customer Service Manager.
• Use Excel, Power BI and other reporting tools to improve and automate reporting.
• Support workload and capacity planning using operational data.
• Identify opportunities to simplify, standardise and improve processes.
• Support optimisation and adoption of systems including NetSuite and Esker.
• Maintain effective processes, SOPs, training materials and documentation.
• Build strong working relationships with Sales, Finance, Operations, Supply Chain, IT and other business teams.
• Deputise for the Customer Service Manager when required.

Essential Skills & Experience

• Experience leading, coordinating or supervising a team.
• Strong coaching, communication and problem-solving skills.
• Advanced Excel skills, including working confidently with large datasets, formulas, PivotTables and data analysis.
• Practical Power BI experience, including creating or maintaining dashboards.
• Strong analytical skills with the ability to identify trends, risks and improvement opportunities.
• Ability to translate data into clear recommendations and actions.Experience working with KPIs and operational performance measures.
• Strong organisational skills, accuracy and attention to detail.
• Experience supporting process or continuous improvement activity.

Desirable

• Experience within Customer Service, Operations or Supply Chain.
• NetSuite, Esker or other ERP/order-management system experience.
• Power Query, Power Automate or SQL knowledge.
• Experience automating operational reporting.
• Experience within a regulated industry.
• Lean, Continuous Improvement or project-management experience.

What Success Looks Like

• A well-organised and supported Customer Service team.
• Stronger ownership and accountability across the team.
• Clear visibility of operational performance and workload.
• Reduced manual reporting through better use of data and automation.
• Earlier identification of risks and service issues.
• Measurable improvements to processes, efficiency and customer experience.

Benefits

• Annual Wellbeing Reimbursement (for Spa Treatments, Gym Memberships, Dentistry & more!)
• On-site Parking & Restaurant for convenience and cost efficiency
• Recognition Programs that celebrate teamwork & individual contributions
• Supportive Team Culture built on collaboration & respect
• Pension Plan to secure your future
• Cycle-to-Work Scheme to stay active and eco-friendly
• Enhanced Parental Pay to support growing families
• Referral Bonus to be rewarded for recommending talent