Customer Services Team Leader

Johnson Matthey Plc; Royston; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Bonus

Excellent pension contributions

25 days annual leave

Job summary

Johnson Matthey Plc in Royston is seeking a Customer Services Team Leader to supervise the Customer Service Team and ensure proactive delivery to internal and external customers. You will lead a team, manage workload, and help achieve business objectives.

The role requires strong Excel skills, leadership, and a customer-focused mindset. You will collaborate with sales and quality teams, analyse trends, and drive best practice while maintaining compliance and high service standards.

Qualifications

• Highly computer literate with strong Excel skills.
• Essential Ability to prioritize workload of self and team, in a fast-paced, dynamic environment
• Essential Leadership ability –to coach, motivate and drive performance across a team
• Essential Ability to drive best practice for business without losing sight of the customer
• Essential Customer focused and passionate about customer experience – Essential
• Excellent communication & personal skills, including the ability to negotiate, influence and persuade at all levels - Essential

Responsibilities

• Supervise all activities of the Customer Service Team, ensuring proactive delivery to internal and external customers.
• Supervise internal resources to provide coverage at all times and deliver outstanding service.
• Lead and optimise the efficiency of the team to meet business objectives.
• Ensure current procedures for sales orders are met/exceeded, including forecasting, budgeting, order processing, metal management, financial terms, risk management, and compliance to maximise customer satisfaction and safeguard the Company from risk.
• Analyse trends of customer complaints with Quality to review, investigate, and present corrective actions.
• Work closely with the Outside Sales Team to ensure communication and understanding against commercial terms and responsibilities.

Skills

Excel skills

Prioritization

Leadership

Best practice

Customer focus

Communication & negotiation

Job description

Vacancy: Customer Services Team Leader Location: Royston At Johnson Matthey, your work will matter. As a Customer Services Team Leader, you’ll join a world leader in platinum group metals with over 200 years of history and innovation. You’ll help tackle the world’s biggest challenges – cutting emissions, powering modern society and enhancing lives – as we continue to apply, refine and recycle metals that matter, for a healthier and more resilient future.

As a Customer Services Team Leader, you’ll join a world leader in platinum group metals with over 200 years of history and innovation. You’ll help tackle the world’s biggest challenges – cutting emissions, powering modern society and enhancing lives – as we continue to apply, refine and recycle metals that matter, for a healthier and more resilient future.

The role:

• To supervise all activities of the Customer Service Team, ensuring a proactive & effective delivery service to all levels of internal and external customers.
• To supervise internal resource to provide coverage at all times, ensuring the delivery of outstanding customer service.
• To lead and optimise the efficiency of the team to meet business objectives.
• To ensure that current procedures for sales orders are met/exceeded; these include forecasting, budgeting, inbound or outbound order processing and progression, metal management (due date, pricing, funding), financial (credit control, contracted payment terms etc.), risk management, compliance with all legal and regulatory standards & policies (including ABC, Dual Use, & H & S etc.) to maximise customer satisfaction and safeguard the Company from risk.
• To analyse trends of customer complaints working alongside the Quality department to review and investigate, and to formally present recommendations & implement corrective actions.
• To work closely with the Outside Sales Team to ensure communication, responsiveness & understanding against commercial terms and responsibilities.

Requirements for the role:

• Highly computer literate with strong Excel skills.
• Essential Ability to prioritize workload of self and team, in a fast-paced, dynamic environment
• Essential Leadership ability –to coach, motivate and drive performance across a team
• Essential Ability to drive best practice for business without losing sight of the customer
• Essential Customer focused and passionate about customer experience – Essential
• Excellent communication & personal skills, including the ability to negotiate, influence and persuade at all levels - Essential

How you will be rewarded:

• competitive compensation
• bonus
• excellent pension contributions
• 25 days annual leave (varies for shift-based roles)

Working arrangements and flexibility:

• Johnson Matthey is open for discussion on part time, job share and flexible working patterns.

Closing date for applications:

This job advertisement will be posted for a minimum of 2 weeks; early application is advised.

For any queries or should you have any accessibility requirements, please contact [e-mail] who will work with you to implement suitable adjustments at any stage of the recruitment process.

#LI-DL1 #JMUK

We are committed to ensuring that everyone can bring their full self to work and thrive in their career.

Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges.

Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.

If you need support with your application please email [e-mail].

At Johnson Matthey, your work matters. Join a world leader in platinum group metals and build a career with real impact. You'll help shape solutions to some of the world's biggest challenges - from cutting emissions and powering modern life to supporting life-saving technologies. Together, we're creating a healthier world through metals that matter.