Customer Service Team Leader

Barker Ross; Leicester Forest East; On-site; GBP 34,000 - 40,000; Full time

Job summary

A dynamic service-oriented company in Leicester is seeking a Customer Service Team Leader to lead and develop the Customer Service team. The ideal candidate will have at least 5 years of experience in customer service or supply chain management and a proven track record in people management. This full-time role offers a salary up to £40,000 per annum, alongside benefits such as annual leave, a discretionary bonus, and career development opportunities.

Benefits

25 days annual leave plus bank holidays

10% discretionary bonus (up to 20% maximum)

Free onsite parking and EV charging

Subsidised canteen

Employee Assistance Programme and wellbeing portal

Collaborative working environment

Qualifications

• Minimum 5 years’ experience in Customer Service, Supply Chain or similar function.
• Demonstrated experience in people management and process improvement.
• Business fluent in English; additional languages are an advantage.

Responsibilities

• Lead, motivate and develop the Customer Service team.
• Manage order entry, processing, and order book monitoring.
• Build strong operational relationships with key customers.

Skills

People management

Process improvement

Communication skills

Problem-solving

Proficient in ERP systems

Microsoft Excel

Education

Degree or equivalent experience

Tools

ERP systems (preferably M3)

Job description

Customer Service Team Leader

Location: Leicester
Salary: Up to £40,000 per annum
Contract: Permanent, full-time (37.5 hours, Monday-Friday)

The Role

You’ll be responsible for leading, coaching and developing a team of four Customer Service professionals, ensuring that all customer orders and enquiries are handled accurately, efficiently, and with exceptional service. Working closely with supply chain, production, and commercial teams, you’ll be the central link between customers and internal operations – driving communication, problem resolution and continuous improvement.

Key Responsibilities

• Lead, motivate and develop the Customer Service team to achieve departmental targets.
• Manage order entry, processing, and order book monitoring to ensure timely fulfilment.
• Build strong operational relationships with key customers through proactive communication and problem‑solving.
• Collaborate with Supply Chain, Sales, and S&OP teams to forecast and resolve delivery challenges.
• Manage customer portals (such as SupplyOn) and maintain accurate data and documentation.
• Support finance with invoice queries, credit/debit notes, and proactive communication on blocked deliveries.
• Lead root‑cause reviews following delivery or service issues, implementing "lessons learned" improvements.
• Ensure compliance with export, customs and quality requirements for all customer deliveries.
• Monitor customer KPIs and contribute to continuous improvement initiatives across the department.

About You

You’ll be a confident communicator and natural leader with a solid background in customer service or supply chain, ideally within a manufacturing or engineering environment. You know how to manage people, systems and process flow to deliver exceptional results.

Requirements

• Degree qualified (or equivalent experience through a proven track record).
• Minimum 5 years’ experience in Customer Service, Supply Chain or similar function.
• Demonstrated experience in people management and process improvement.
• Proficient in ERP systems (preferably M3) and Microsoft Office, particularly Excel.
• Excellent written and verbal communication skills.
• Organised, proactive, and detail‑oriented with a problem‑solving mindset.
• Business fluent in English; additional languages an advantage.

What’s on Offer

• Up to £40,000 per annum.
• 25 days annual leave plus bank holidays.
• 10% discretionary bonus (up to 20% maximum).
• Free onsite parking and EV charging.
• Subsidised canteen.
• Employee Assistance Programme and wellbeing portal.
• A supportive, collaborative working environment with real career development potential.

This is a site‑based role in Leicester, with occasional international travel if required.

If you’re a driven and people‑focused professional with a passion for service excellence and operational efficiency, we’d love to hear from you.

Barker Ross Group values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.