Customer Service Team Leader

Macfarlane Packaging; Reading; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

25 days annual leave

Holiday Purchasing Scheme

Contributory pension

Free parking

Annual volunteering day

Company car or cash allowance

Employee Assistance Programme

Extensive training and progression

Employee discount scheme

Healthcare cover (Simply Health/Dental

BUPA cover for qualifying roles

Long service awards

Charitable giving options

Eye tests and glasses support for DSE

EE Mobile discount scheme

Candidate referral scheme

Job summary

Macfarlane Packaging in Reading (Tilehurst) is hiring a Customer Service Team Leader to head our local office-based team, ensuring high-quality customer service, strong commercial performance and effective day-to-day supervision.

You will drive sales growth across existing accounts, improve quotation conversion and collaborate with field sales, operations and logistics to hit targets, while coaching colleagues and building a high-performance culture.

Qualifications

• Experience leading, coaching and developing an office-based customer service or internal sales team.
• Strong understanding of customer service and sales office operations, customer account management and commercial decision-making.
• Experience setting objectives, monitoring performance and driving continuous improvement.
• The ability to motivate teams to achieve sales, margin and service targets.

Responsibilities

• Lead, develop and motivate the local office team to deliver exceptional service.
• Drive sales growth across existing accounts and improve quotation conversion.
• Collaborate with external sales executives, operations and logistics to support targets.
• Coach on customer satisfaction, profitability and continuous improvement.

Skills

Leadership

Coaching

Customer service

Sales office operations

Performance management

Account growth

Escalation handling

Field collaboration

Commercial awareness

Communication

CRM

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Customer Service Team Leader

Location: Tilehurst, Reading

Package: Basic salary up to £40,000 (dependent on experience) plus bonus/OTE and flexible benefits package including up to 27 days holiday (plus additional annual leave purchasing scheme)

Hours: Full time (37.5 hours) Monday to Friday

Sector: Packaging Distribution Protecting what matters, together

We're dedicated to protecting what matters most - our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can unpack a career that grows. With history stretching back over 75 years, we offer stability whilst continuing to evolve and grow. Our fast-paced, results-driven approach provides genuine opportunities for development, progression and achievement. Every colleague has the opportunity to influence our success, helping us deliver outstanding service and innovative packaging solutions to customers across the UK.

The Customer Service Team Leader Role

This is a key leadership role within one of our packaging distribution operations. You will lead, develop and motivate our local office based team, ensuring exceptional customer service, strong commercial performance and effective day-to-day sales office supervision.

You will be responsible for driving sales growth across existing accounts, maximising quotation conversion, identifying new opportunities and ensuring the team consistently delivers against agreed targets. Working closely with external sales executives, operations and logistics colleagues, you will help create a high-performance culture focused on customer satisfaction, profitability and continuous improvement.

This role offers an excellent opportunity for an experienced internal customer service/sales leader who enjoys directly coaching people, improving performance and contributing directly to business success.

What you will bring

• Previous experience leading, coaching and developing an office based customer service and/or internal sales team
• A strong understanding of customer service and sales office operations, customer account management and commercial decision-making
• Experience setting objectives, monitoring performance and driving continuous improvement
• The ability to motivate teams to achieve sales, margin and service targets
• A track record of building strong customer relationships and identifying opportunities to grow account spend
• Confidence handling customer escalations and resolving issues professionally
• Experience supporting and working alongside field-based sales colleagues
• Strong commercial awareness and the ability to balance customer satisfaction with profitability
• Excellent communication, organisation and people management skills
• Strong IT capability, including CRM systems and Microsoft Office applications

*Knowledge of packaging products or experience within the packaging sector would be advantageous but is by no means essential.

What you will get

• 25 days annual leave (rising to 27 days with service) plus all public/bank holidays
• Additional Holiday Purchasing Scheme (run annually)
• Contributory pension scheme
• Free parking at the majority of our site locations
• Annual paid volunteering day
• Company car or cash allowance for qualifying roles
• Employee Assistance Programme
• Extensive training, development and progression opportunities
• Employee discount scheme
• Simply Health/Dental Cover option or BUPA cover for qualifying roles
• Enhanced HR policies relating to employee rights and entitlements
• Long service awards
• Charitable giving options
• Financial support with eye tests and prescription glasses for DSE users
• EE Mobile discount scheme
• Candidate referral scheme

Your future with us

Here at Macfarlane Group, you have the opportunity to shape your own career. As a large national business, internal progression and mobility are key parts of our success. Through structured development pathways, leadership programmes and recognised external training, we support colleagues to achieve their full potential and progress their careers.

We welcome and encourage applications from people of all backgrounds irrespective of age, gender, disability, race, nationality, ethnicity, gender expression, religion or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly.