Customer Services Team Leader — Hybrid & Growth Focus

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

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.