Customer Service Team Leader

Wolviston Management Services; Tees Valley; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Pension (Legal & General)

Private Medical Insurance

Life Assurance

Income Protection

Job summary

Tioxide is seeking a Customer Service Team Leader to guide a busy group of Customer Service Representatives in Stockton-on-Tees. You will drive service excellence, oversee daily order processing, and ensure compliance with internal controls and health & safety standards.

You will lead, coach and develop staff, manage workloads and holidays, and collaborate with logistics and other internal teams to maintain on-time, in-full delivery performance while continuously improving processes.

Qualifications

• Experience in customer service, account management, logistics, supply chain, or order processing/management.
• Previous team leadership, supervisory, or coaching experience.
• Experience using ERP systems (e.g. SAP, Sage) and Microsoft Office, particularly Excel.
• Strong understanding of order-to-cash processes.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Accurate data entry and administrative skills in a fast-paced environment.
• Analytical problem solving ability with a continuous improvement mindset.
• Numerical aptitude and attention to detail.
• Ability to use initiative and resolve issues effectively.
• Experience within a manufacturing, distribution, or supply chain environment.
• Commitment to business procedures, compliance, and health & safety standards.

Responsibilities

• Lead, motivate and develop a team of Customer Service Representatives, creating a positive, engaged and high-performing team culture focused on delivering excellent customer service.
• Manage day-to-day customer service operations, ensuring customer orders are processed accurately, efficiently and in line with customer and business requirements.
• Allocate resources and manage team workloads, holidays and absence cover to ensure service levels are maintained and customer requirements are met.
• Coach, support and develop team members through regular feedback, training and performance discussions, building capability and encouraging continuous learning and professional growth.
• Monitor team and individual performance against key customer service and operational KPIs, taking proactive action to address issues and drive continuous improvement.
• Build and maintain effective working relationships with customers, logistics providers and internal stakeholders to resolve issues and support the delivery of on-time, in-full customer service.
• Act as the escalation point for complex customer, supply chain, logistics and order management issues, ensuring timely and effective resolution.
• Identify and implement process improvements that enhance customer experience, operational efficiency and team effectiveness within a fast-paced manufacturing environment.
• Support month-end, compliance, reporting and audit activities, ensuring all customer service processes are completed accurately and in accordance with company procedures and internal controls.
• Maintain a strong focus on health, safety, compliance and ethical business conduct while promoting company values and behaviours across the team.

Skills

Customer service

Account management

Logistics

Supply chain

Order processing

Team leadership

Communication

Tools

SAP

Sage

Excel

Job description

Customer Service Team Leader

Application Deadline Sunday, December 13, 2026

Vacancy Type Permanent/Full Time

Location: Stockton on Tees

Job Purpose

The Customer Service Team Leader is responsible for leading and developing a team of Customer Service Representatives to deliver outstanding customer service, operational excellence and high levels of customer satisfaction.

The role is accountable for the day-to-day management of customer service operations, ensuring customer orders are processed accurately and efficiently whilst maintaining compliance with business processes and controls. The role acts as a key link between customers and internal functions, supporting the delivery of on-time, in-full performance and continuous improvement across customer service activities.

The Customer Service Team Leader is expected to create a positive, engaged and high-performing team culture, developing individual capability, promoting accountability, and encouraging collaboration to ensure both customer and business objectives are achieved.

Roles and Responsibilities

• Lead, motivate and develop a team of Customer Service Representatives, creating a positive, engaged and high-performing team culture focused on delivering excellent customer service.
• Manage day-to-day customer service operations, ensuring customer orders are processed accurately, efficiently and in line with customer and business requirements.
• Allocate resources and manage team workloads, holidays and absence cover to ensure service levels are maintained and customer requirements are met.
• Coach, support and develop team members through regular feedback, training and performance discussions, building capability and encouraging continuous learning and professional growth.
• Monitor team and individual performance against key customer service and operational KPIs, taking proactive action to address issues and drive continuous improvement.
• Build and maintain effective working relationships with customers, logistics providers and internal stakeholders to resolve issues and support the delivery of on-time, in-full customer service.
• Act as the escalation point for complex customer, supply chain, logistics and order management issues, ensuring timely and effective resolution.
• Identify and implement process improvements that enhance customer experience, operational efficiency and team effectiveness within a fast-paced manufacturing environment.
• Support month-end, compliance, reporting and audit activities, ensuring all customer service processes are completed accurately and in accordance with company procedures and internal controls.
• Maintain a strong focus on health, safety, compliance and ethical business conduct while promoting company values and behaviours across the team.

Experience and Qualifications

Essential

• Experience in customer service, account management, logistics, supply chain, or order processing/management.
• Previous team leadership, supervisory, or coaching experience.
• Experience using ERP systems (e.g. SAP, Sage) and Microsoft Office, particularly Excel.
• Strong understanding of order-to-cash processes.
• Excellent communication and relationship-building skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Accurate data entry and administrative skills in a fast-paced environment.
• Analytical problem solving ability with a continuous improvement mindset.
• Numerical aptitude and attention to detail.
• Ability to use initiative and resolve issues effectively.
• Experience within a manufacturing, distribution, or supply chain environment.
• Commitment to business procedures, compliance, and health & safety standards.

Desirable

• Knowledge of international shipping and logistics operations.
• Experience in business administration or international trade.
• Experience managing customer service KPIs and performance reporting.
• Working knowledge of SAP.
• Additional European language capability

Benefits

We offer a Workplace Pension Scheme via Legal & General, there is a 4% minimum employee contribution, the company will match your own contributions up to a maximum of 8%. We also allow employee Additional Voluntary Contributions to help you save for the future.

Private Medical Insurance (optional), Life Assurance and Income Protection are all included as contractual benefits with us, providing desired security where it matters most.

About the Organisation

Tioxide manufactures premium-performance titanium dioxide (TiO2) pigments, marketed under the TIOXIDE® and DELTIO® brands, and supplied to customers worldwide across a range of essential applications.

Headquartered in Stockton-on-Tees in the UK, Tioxide combines more than 50 years of manufacturing heritage with advanced technical expertise, strong customer partnerships, and a commitment to continuous innovation.

As a wholly owned subsidiary of LB Group, the world’s leading TiO2 pigment and titanium sponge manufacturer, Tioxide is entering an exciting new chapter. As the business continues to evolve, we are welcoming new talent to help build on our strong heritage and contribute to our future success.

At Tioxide, you’ll have the chance to make a real impact in a business where people work together, take ownership, deliver on their commitments and continually look for better ways of doing things.

Whether you’re starting your career or bringing years of experience, you’ll be joining a business with a proud history, a supportive team and a clear vision for the future