Customer Service Team Leader — Drive Growth & Service in Packaging

MacFarlane Group; Reading; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

27 days holiday

Bonus/OTE

Contributory pension

Company car or cash allowance

Employee assistance programme

Training & progression

Discount scheme

Eye care support

Referral scheme

Job summary

Macfarlane Group is seeking a Customer Service Team Leader to guide an office-based team, deliver exceptional service and drive commercial performance across accounts.

You will coach staff, optimise sales office operations, and collaborate with external sales, operations and logistics to achieve targets and profitability while maintaining high customer satisfaction.

We offer a competitive salary, bonus potential and a comprehensive benefits package.

Qualifications

• Experience leading an office based customer service and/or internal sales team.
• Strong understanding of customer service and sales office operations, customer account management and commercial decision-making.
• Experience setting objectives, monitoring performance and driving continuous improvement.
• Ability to motivate teams to achieve sales, margin and service targets.
• Strong IT capability including CRM systems and Microsoft Office applications.

Responsibilities

• Lead, develop and motivate the local office-based team to ensure exceptional customer service and strong commercial performance.
• Drive sales growth across existing accounts, maximise quotation conversion and identify new opportunities.
• Work closely with external sales executives, operations and logistics to create a high-performance culture focused on customer satisfaction and profitability.
• Coach staff to improve performance and contribute to business success.

Skills

Customer service leadership

Office management

CRM systems

Microsoft Office

Communication skills

Tools

CRM systems

Microsoft Office

Job description

Macfarlane Group is seeking a Customer Service Team Leader to guide an office-based team, deliver exceptional service and drive commercial performance across accounts.

You will coach staff, optimise sales office operations, and collaborate with external sales, operations and logistics to achieve targets and profitability while maintaining high customer satisfaction.

We offer a competitive salary, bonus potential and a comprehensive benefits package.