Customer Service Team Leader

AVK UK Ltd; Staveley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading valve manufacturing company in the UK is seeking a Customer Service Team Leader to oversee daily operations, ensure professional service, and maintain strong client relationships. The ideal candidate will have extensive experience in customer service supervision and possess strong problem-solving and analytical skills. This role offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Benefits

Competitive salary

Employee Assistance Programme

33 days holiday

Life Assurance plan

Company pension plan

Discounts and cashback across retailers

Qualifications

• 3-5 years of customer service experience with at least 1-2 years in a supervisory role.
• Experience in valve and fitting manufacturing is an asset.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Supervise and mentor the customer service team.
• Manage daily customer inquiries, orders, and after-sales support.
• Act as the escalation point for complex customer issues.

Skills

Customer service supervision

Conflict resolution

Team development

Proficiency in ERP/CRM systems

Interpersonal communication

Tools

MS Office

Job description

About Us

AVK UK Limited is part of the AVK Group; who are market leaders in the design, manufacture and supply of valves, pipe fittings, hydrants and flow control equipment to the Water, Waste Water, Oil and Gas industries throughout the world.

We have a vacancy for an enthusiastic and experienced Customer Service Team Leader who will be responsible for overseeing the daily operations of the customer service team, ensuring prompt and professional service to our customers. This role is critical in maintaining strong client relationships, managing order processing workflows, resolving escalated issues, and supporting continuous improvements initiatives.

About the Role

• Supervise, mentor, and support the customer service team to ensure high performance and development.
• Manage daily workflow of customer inquiries, orders, and after-sales support related to valves, fittings, and related components.
• Act as the escalation point for complex or sensitive customer issues and provide resolution in a timely manner.
• Ensure accurate and efficient order processing, from quotation through to delivery and after-sales service.
• Work closely with the sales, production, and logistics teams to coordinate order fulfilment and resolve supply chain challenges.
• Monitor KPIs and service levels, preparing regular reports for senior management.
• Provide training and coaching to new and existing team members on systems, product knowledge, and customer service best practices.
• Contribute to process improvement projects to enhance the overall customer experience.
• Ensure compliance with company policies, health and safety standards, and industry regulations.

About You

• Proven experience in a customer service supervisory or team leader role, preferably within a manufacturing or industrial environment.
• Minimum 3-5 years of experience in customer service, with at least 1-2 years in a leadership role.
• Experience in valve and fitting manufacturing or a related industrial sector is an asset.
• Strong knowledge of valves, fittings, or similar engineered products is highly desirable.
• Excellent interpersonal, communication, and conflict resolution skills.
• Proficiency in ERP/CRM systems and MS Office.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Detail-oriented with strong problem-solving and analytical skills.
• Leadership qualities with the ability to motivate and develop a team.

What We Offer

• A culture of shared values, goals, attitudes and business growth
• Employee Assistance Programme (Welfare and Wellbeing)
• Competitive salary
• 33 days holiday (including statutory Public Holidays)
• Life Assurance plan (x3)
• Company pension plan
• Discounts and cashback across many high-street and online retailers (Supermarkets, Entertainment, Fashion, Days Out, Technology, Home and Travel)
• A blend of training to help your career development

Working Hours

08.15 - 17.00 Monday to Thursday
08.30- 16.00 Friday

We know that our people make the difference in the AVK Group, and we are looking for skilled, passionate, and driven professionals to work with our inspirational leaders; to promote our culture, enable change and champion a lean environment