Customer Service Team Leader

Point Professional Recruitment LTD; Huntingdon; Ibrido; GBP 38.000 - 48.000; Tempo pieno

Vantaggi offerti da questo lavoro

Private healthcare

Pension contribution

Hybrid working arrangements

22–25 days annual leave

Onsite parking

Descrizione del lavoro

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,

Competenze

• 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.

Mansioni

• 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.

Conoscenze

People leadership

Coaching

Stakeholder management

Communication skills

Problem solving

Workload management

Strumenti

D365

MS Office

Salesforce

Descrizione del lavoro

We're recruiting a Customer Service Team Leader on behalf of a well-established, globally operating advanced materials business headquartered in Huntingdon, Cambridgeshire. This is a full-time, permanent position with hybrid working available — and a genuine opportunity to step into a leadership role with real scope to grow as the customer service function expands.

This role sits at the heart of a busy, technically diverse customer service operation, combining people leadership, escalation ownership, process discipline and a proportion of hands‑on operational work (around 20-30%) to keep you close to the day‑to‑day realities of the team. You'll be building a capable, motivated team that delivers responsiveness, accuracy and strong customer outcomes across a global client base spanning aerospace, research, engineering, medical science and emerging technology. If you're an experienced people leader with a customer‑first mindset and a structured approach to continuous improvement, this is a role worth exploring.

Main Responsibilities

• 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 on a daily basis
• 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 working cross-functionally to resolve them
• 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

Skills/Experience

• Previous experience in a customer service environment — essential
• Demonstrated ability to coach, influence and support others — essential
• Strong written and verbal communication skills with excellent stakeholder management
• Confident problem solver with sound judgement in complex situations
• Able to manage competing workloads, SLAs and internal and external priorities
• Competent with core IT systems — experience with D365, MS Office or Salesforce desirable
• Previous leadership, mentoring or senior agent experience — desirable
• Exposure to SLA-based operations — desirable
• Understanding of the 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

Salary & Working Hours

Salary is competitive and dependent on experience. Full-time, permanent position with hybrid working. Typical hours are 8:00am-4:00pm or 9:00am-5:00pm, Monday to Friday. Based in Huntingdon, Cambridgeshire.

Benefits

• Competitive salary with scope, progression and reward reviewed as responsibility grows
• 22 days annual leave rising to 25 days
• Hybrid working arrangements
• Company-funded private healthcare
• Employer pension contribution of 5%
• Critical illness and life assurance cover
• Company sick pay scheme
• Employee Assistance Programme
• Professional development and training support
• Onsite parking and complimentary refreshments
• Programme of social events throughout the year