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Senior Customer Service Team Leader

Howdens

Derby

On-site

GBP 35,000 - 50,000

Full time

Yesterday

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Job summary

Howdens, a leader in trade kitchen supply, is seeking a Senior Customer Service Team Leader in Normanton. This key role involves leading a customer service team, driving service excellence, and managing pivotal customer relationships in a fast-paced environment. The ideal candidate will have significant leadership experience and a passion for customer service, contributing to a thriving operation.

Benefits

Competitive salary and bonus package

Pension plan with up to 12% company contribution

Free on-site parking

Free lunch at on-site canteen

Friendly and supportive environment

Qualifications

Minimum of 5 years in a customer service leadership role.
Experience managing teams of 20+ across multiple functions.
Expertise in resolving complex customer issues.

Responsibilities

Lead, mentor, and develop a customer service team.
Drive performance through KPIs and provide strategic guidance.
Ensure seamless collaboration across teams.

Skills

Customer Service Management

Team Leadership

Problem Solving

Interpersonal Skills

Tools

ERP systems

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Location | Normanton (On site)

Contract Type | Full-Time – Permanent

Shift | Monday - Friday, one week 9-5, one week 8-4

Why Join Howdens as a Senior Customer Service Team Leader:

Howdens is looking for a talented Senior Customer Service Team Leader to join our dynamic team and help us drive our customer experience to new heights.

This is an exciting opportunity to play a key leadership role in a fast-paced environment where your expertise and ideas will make a real impact. You'll be supporting a £90m revenue operation, helping us deliver exceptional service across 30,000 kitchens annually — while leading and developing a team passionate about making things right for our customers.

What will you be doing as a Senior Customer Service Team Leader:

As a Senior Customer Service Team Leader, you will lead, mentor, and develop a team of customer service and installation professionals. Your focus will be on achieving service excellence, resolving customer issues efficiently, and ensuring seamless collaboration across teams.

Lead two direct reports - Team Leaders (Customer Service & Installation)
Be the main point of contact for escalations and development for around 30 indirect reports
Manage critical relationships with depots, builders, field teams, and end users
Ensure delivery of KPIs and SLAs aligned with business goals

Key Responsibilities

Provide strategic leadership and guidance to customer service teams
Drive high performance through clear KPIs and continuous feedback
Develop and implement operational plans that promote productivity and efficiency
Foster a positive, high-performing team culture
Address and resolve escalated issues with professionalism and urgency
Collaborate cross-functionally to ensure cohesive service delivery
Report on performance metrics and drive service improvements
Keep up with industry trends to evolve customer support processes

What Do You Need To Qualify

We’re looking for someone who brings both experience and energy to the role. You’ll need:

A minimum of 5 years in a customer service leadership role
A strong track record of managing teams of 20+ across multiple functions
Extensive experience in resolving complex customer issues and managing high-volume service environments
Proficiency with ERP systems and operational tools
A passion for coaching and developing people
Strategic thinking with excellent organisational and decision-making skills
Strong interpersonal and relationship-building abilities across all levels
An analytical mindset with a proactive approach to problem-solving

What We Can Offer You

Competitive salary, bonus and benefits package
Pension plan with a company contribution of up to 12%
Free on-site parking
Free lunch at our on-site canteen
Friendly and supportive environment offering exceptional reward and recognition

About Howdens

Howdens Joinery is the UK’s number one trade kitchen supplier providing thousands of products across kitchens, joinery, and hardware. We have over 900 depots throughout the UK and Europe – making us the first choice for more than 460,000 loyal trade professionals. Last year our sales reached circa 2.2bn, and we have an ambitious growth agenda.

There is a strong entrepreneurial ethos and the opportunity to develop within a fast-paced and commercial environment. That, along with a competitive salary, development opportunities, and exciting rewards, are among the reasons why our people enjoy working for Howdens – and why we have been named one of the 10 Best Big Companies to Work For.

How To Apply

We’re building a future where world-class service, innovation, and sustainability are embedded within our DNA. If Howdens sounds like the kind of place where you can build and develop your career as a Senior Customer Service Team Leader, then we’re keen to hear from you.

When you apply for this role, you will need to activate your account. Please check your email carefully to ensure that you have completed this step. We are unable to view your application if you have not activated your account.

Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email recruitmentteam@howdens.com with the job title and location, and we will be happy to help you.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Wholesale Building Materials, Retail, and Design Services

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