Customer Service Team Leader 12 Month FTC

CHEP; Manchester; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading logistics company based in Manchester is seeking a Customer Service Team Leader to manage a team of Customer Service Executives. This role involves leading customer engagement efforts and ensuring high levels of service. The ideal candidate will have at least two years of customer service and people management experience. The position offers a hybrid work model and various benefits, including an annual bonus and flexible working arrangements.

Benefits

Annual bonus (typically 10%) based on performance

Company laptop

Flexible and hybrid working

25 days holiday plus statutory holidays

Private Medical Insurance

Generous Share Scheme

Up to 7.5% company pension

Life assurance

Employee Assistance Programme

Numerous retail discounts

Qualifications

• At least two years customer service experience.
• At least two years people management experience.
• Available immediately.

Responsibilities

• Oversee management of customer portfolio ensuring high service levels.
• Lead and develop a team of Customer Service Executives.
• Collaborate to resolve complex customer issues.
• Implement service improvement initiatives.
• Act as escalation point for high-level customer challenges.
• Build relationships with internal and external stakeholders.
• Foster team engagement and performance.

Skills

Account Management

Adaptability

Cross-Functional Work

Customer Engagement

Customer Experience Management

Customer Satisfaction

Data-Driven Decision Making

Emotional Intelligence

Inclusive Leadership

Innovation

Mentorship

Stakeholder Engagement

Job description

CHEP helps move more goods to more people in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share‑and‑reuse business model the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work‑life balance and flexibility through our hybrid work model.

Job Description

Key Responsibilities May Include:

• Oversee the management of a customer portfolio ensuring regular communication and high levels of service to achieve customer satisfaction targets such as Net Promoter Scores (NPS).
• Lead, coach and develop a team of Customer Service Executives ensuring effective management of customer inquiries, billing concerns and account health while monitoring key performance indicators such as Flow‑Through Ratio and Cycle Time.
• Collaborate with the team to resolve complex customer issues including product quality concerns, escalations and competitive threats ensuring swift resolution and maintaining customer trust.
• Implement and monitor service improvement initiatives aligned with both customer needs and business objectives driving continuous process optimisation to enhance operational efficiency.
• Act as the point of escalation for high‑level customer challenges including contract negotiations, tenders and audit management ensuring prompt and satisfactory resolution.
• Build and maintain strong relationships with both internal and external stakeholders collaborating with cross‑functional teams (e.g., Field Account Managers, Finance, Operations) to deliver seamless customer service.
• Foster team engagement and performance through strong leadership, regular feedback and opportunities for professional growth ensuring that team objectives are met and contribute to overall business success.

Customer Service Team Leader

Based in Manchester, Trafford Park Hybrid (3 days office / 2 days home)

12 Month Fixed Term Contract

As a Customer Service Team Leader you will be managing a team of talented individuals who are the voice of CHEP. You get excited by leading, coaching and developing a diverse team of Customer Service Executives to ensure we are delivering an exceptional customer experience.

Your team are the first point of contact for all CHEP customer enquiries and complaints and are very successful in doing so. You will be proud of your new team and excited to see them grow with the business knowing you played a key role in their development!

As our next Customer Service Team Leader you will play a pivotal role in helping us to continue being the smart choice for our customers by identifying and implementing improved ways of working and constantly striving to exceed our customers’ needs and expectations.

We genuinely care about people – they are our No. 1 priority. We are an award‑winning market leader and one of the world’s most sustainable logistics organisations. Our culture and people drive this.

Do you offer

• At least two years customer service experience
• At least two years people management experience
• Available immediately

The Perks

• Certified Top 1 7 Global Employers
• Excellent career progression
• Annual bonus (typically 10 %) based on company and individual performance
• Company laptop
• Flexible and hybrid working
• Prime location with excellent transport links
• 25 days holiday plus statutory holidays and the option to buy and sell 5 additional days leave each year
• Private Medical Insurance
• Generous Share Scheme
• Volunteer days
• Up to 7.5 % company pension
• Life assurance
• Employee Assistance Programme
• Numerous retail discounts

Interested

Apply by submitting an up‑to‑date CV tailored to this opportunity. We look forward to hearing from you!

As an inclusive employer Brambles wants to see every candidate performing at their best throughout the job application process, interview process and while at work. We therefore encourage you to inform your Talent Acquisition Partner of any reasonable adjustments you might need to enable this to happen.

Skills to succeed in the role

• Account Management
• Adaptability
• Cross‑Functional Work
• Customer Engagement
• Customer Experience Management
• Customer Satisfaction
• Customer‑Support
• Data‑Driven Decision Making
• Digital Literacy
• Emotional Intelligence
• Feedback
• Inclusive Leadership
• Innovation
• Inspiring Others
• Issue Management
• Learn From Mistakes
• Logistics Management
• MentorshipMotivating Teams
• Order Fulfillment
• Prioritization
• Process Improvements
• Sales Coordination
• Stakeholder Engagement

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran or basis of disability or any other federal, state or local protected class.