Customer Service Team Leader-3

Lyreco Singapore Malaysia; Telford; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

31 days holiday incl. BH

Pension & Life Assurance

Cycle to Work Scheme

Retail vouchers

Eye care vouchers

Volunteering days

Career development programme

Referral scheme

Long service awards

Career break after 3 yrs

Sports & Social Club

Job summary

Lyreco in Telford is seeking a Customer Service Team Leader to oversee a busy WISE Customer Care Team. The role focuses on coaching 10–15 advisers and driving service quality, productivity and customer satisfaction in a fast-paced environment.

You will use performance data to identify improvements, coach staff, and ensure interactions reflect professionalism, empathy and Lyreco standards. This is a key leadership position with opportunities for career development.

Qualifications

• Experience leading a customer-facing team of 10–15 people to meet objectives.
• Confident communicator who engages with customers and colleagues.
• Passion for exceptional customer experiences and inspiring others.
• Experience using performance data and insights to drive action.
• Proactive with a continuous improvement mindset.
• Ability to manage a fast-paced workload with quality.

Responsibilities

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team.
• Monitor performance, provide regular feedback, and support achievement of service targets.
• Champion customer satisfaction and loyalty by professional, empathetic interactions.
• Act as the voice of the customer to influence improvements across the business.
• Inspire and motivate the team to thrive in a busy environment with calls, emails and live chat.
• Identify coaching opportunities and help team members grow skills and confidence.
• Use data and metrics to drive results and enhance customer outcomes and engagement.
• Foster a positive, collaborative culture where staff feel valued and empowered.

Skills

Team leadership

Coaching

Communication

Customer service

Performance data

Continuous improvement

Collaboration

Fast-paced environment

Job description

Customer Service Team Leader

Location: Telford

Hours: Monday – Friday 9am – 5:30pm

Responsibilities

• Lead, coach and develop a team of Customer Care Advisors within the WISE Customer Care Team, creating a high-performance culture focused on delivering an outstanding customer experience.
• Drive the day-to-day success of the team by monitoring performance, providing regular feedback, and supporting colleagues to achieve service, quality and productivity targets.
• Champion customer satisfaction and loyalty by ensuring every interaction is handled with professionalism, empathy and expertise, following Group best practice and WISE standards.
• Act as the voice of the customer, using customer feedback, insights and trends to influence decision-making and help shape continuous improvements across the business.
• Inspire and motivate your team to thrive in a fast-paced environment, successfully managing high volumes of customer interactions across calls, emails and live chat.
• Identify coaching and development opportunities, supporting team members to grow their skills, build confidence and achieve their full potential.
• Use data and performance metrics to drive results, recognise success, and implement actions that improve both customer outcomes and team engagement.
• Foster a positive, collaborative team culture where colleagues feel valued, supported and empowered to deliver their best every day.

Key Requirements

• Proven experience leading, coaching and motivating a customer-facing team of 10-15 people to achieve business and customer service objectives.
• Confident communicator who can work effectively with customers, colleagues, and team members.
• A passion for creating exceptional customer experiences and inspiring others to do the same.
• Experience using performance data and customer insights to identify opportunities for improvement and drive meaningful action.
• A proactive mindset with a continuous improvement focus, always looking for ways to enhance the customer journey and team performance.
• Ability to handle a fast-paced workload, whilst maintaining a high standard of quality.
• Ability to work as part of a team and achieve common goals through personal contribution.

Benefits

• 31 days holiday, inclusive of bank holidays.
• Pension & Life Assurance Scheme.
• Opportunity to participate in the Cycle to Work Scheme, access retail vouchers and eye care vouchers.
• 2 fully paid community volunteering days each year.
• Grow Our Own Talent Programme – promoting internal career development.
• Referral Scheme.
• Long Service Awards – to celebrate your career milestones.
• Opportunity for career break – after 3 yrs of service
• Sports & Social Club – access to discounted trips and excursions.

Company Values: Passion, Respect, Agility, Excellence.

Create great with us At Lyreco, Empowering people to create great is more than our EVP. We want our people to have the opportunity to contribute, develop, share ideas and make an impact.

As a diverse and forward-thinking employer, we embed the principles of equality, diversity, and inclusion into everything we do. That includes our staff, customers, suppliers, and our local community. We’re committed to the wellbeing of all our staff and to the sustainability of our environment. Lyreco prides itself on being an inclusive employer. We value and celebrate equality in opportunities, and we welcome applications from people who reflect the diversity of our communities.

No agencies please #INDHPUK

The Lyreco Group is the European Leader and the third largest distributor of workplace products and services in the world. A privately-owned company since 1926, Lyreco is now present in 25 countries with 13 partners in 15 additional countries, operating in 40 different countries across the globe. A global workplace solutions company with 10,000 employees, Lyreco’s mission is to delivery sustainably, what any workplace needs, so its people can focus on what matters most. We are pioneers, today and tomorrow, in delivering what any workplace needs, from workplace products, to services, anywhere you work. We are active in the areas of office supplies, print services and consumables, PPE and safety solutions, coffee and catering, hygiene and cleaning, furniture and ergonomics solutions, and wellbeing services. With our core values of Excellence, Passion, Respect and Agility driving every decision, and a perfect blend of people, technology, and our corporate social responsibility strategy, we aim to deliver a great working day for our people and our customers. We strive for perfection in everything we do, and we really care for our customers. We believe in trust, respect and ethical behaviour, and we remain agile with our ability to anticipate, innovate and adapt to change.