Customer Service Team Leader: Build a High-Impact Team

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

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.