Customer Service Team Leader - Lead, Coach & Drive Growth

Macfarlane Packaging; Reading; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

25 days annual leave

Holiday Purchasing Scheme

Contributory pension

Free parking

Annual volunteering day

Company car or cash allowance

Employee Assistance Programme

Extensive training and progression

Employee discount scheme

Healthcare cover (Simply Health/Dental

BUPA cover for qualifying roles

Long service awards

Charitable giving options

Eye tests and glasses support for DSE

EE Mobile discount scheme

Candidate referral scheme

Job summary

Macfarlane Packaging in Reading (Tilehurst) is hiring a Customer Service Team Leader to head our local office-based team, ensuring high-quality customer service, strong commercial performance and effective day-to-day supervision.

You will drive sales growth across existing accounts, improve quotation conversion and collaborate with field sales, operations and logistics to hit targets, while coaching colleagues and building a high-performance culture.

Qualifications

• Experience leading, coaching and developing an office-based customer service 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.
• The ability to motivate teams to achieve sales, margin and service targets.

Responsibilities

• Lead, develop and motivate the local office team to deliver exceptional service.
• Drive sales growth across existing accounts and improve quotation conversion.
• Collaborate with external sales executives, operations and logistics to support targets.
• Coach on customer satisfaction, profitability and continuous improvement.

Skills

Leadership

Coaching

Customer service

Sales office operations

Performance management

Account growth

Escalation handling

Field collaboration

Commercial awareness

Communication

CRM

Microsoft Office

Tools

CRM systems

Microsoft Office

Job description

Macfarlane Packaging in Reading (Tilehurst) is hiring a Customer Service Team Leader to head our local office-based team, ensuring high-quality customer service, strong commercial performance and effective day-to-day supervision.

You will drive sales growth across existing accounts, improve quotation conversion and collaborate with field sales, operations and logistics to hit targets, while coaching colleagues and building a high-performance culture.