Customer Service Team Leader: Lead, Optimize & Deliver

Johnson Matthey Plc; Watford; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Bonus

Pension

25 days annual leave

Job summary

Johnson Matthey Plc is seeking a Customer Services Team Leader in Royston, United Kingdom. You will supervise the Customer Service Team, ensuring proactive delivery and strong customer experience across internal and external stakeholders.

Key duties include leading the team to meet business objectives, managing forecasts and order processes, and working with Quality and Outside Sales to resolve complaints and align on terms. Strong leadership and Excel skills are essential.

Qualifications

• Proven leadership experience in customer services.
• Strong Excel skills and data-driven mindset.
• Excellent communication and stakeholder management.
• Ability to coach and develop a team.

Responsibilities

• Supervise all activities of the Customer Service Team, ensuring proactive and effective delivery to internal and external customers.
• Supervise internal resource to provide coverage at all times, ensuring outstanding customer service.
• Lead and optimise the efficiency of the team to meet business objectives.
• Ensure current procedures for sales orders are met or exceeded, including forecasting, budgeting, order processing, metal management, and payment terms, while managing risk and regulatory standards.
• Analyse trends of customer complaints with the Quality department and present corrective actions.
• Collaborate with Outside Sales Team to ensure clear communication and alignment on commercial terms.

Skills

Leadership

Excel

Prioritization

Communication

Customer-focused

Tools

Excel

Job description

Johnson Matthey Plc is seeking a Customer Services Team Leader in Royston, United Kingdom. You will supervise the Customer Service Team, ensuring proactive delivery and strong customer experience across internal and external stakeholders.

Key duties include leading the team to meet business objectives, managing forecasts and order processes, and working with Quality and Outside Sales to resolve complaints and align on terms. Strong leadership and Excel skills are essential.