Team Lead Customer Accounts

Heidelberg Materials UK; Yate; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading materials company in the UK is seeking a Team Lead - Customer Accounts to ensure exceptional service delivery and manage a high-performing team. This role involves handling escalated queries, meeting compliance standards, and driving team performance towards financial targets. The ideal candidate will have proven leadership experience, strong communication skills, and a focus on continuous improvement.

Qualifications

• Proven leadership experience in a customer service or Shared Service Centre environment.
• Strong communication, organisational, and problem-solving skills.
• A proactive mindset with a focus on continuous improvement and innovation.

Responsibilities

• Lead and support your team to deliver outstanding customer service.
• Ensure compliance with processes and controls, implementing efficiency improvements.
• Manage escalated queries and ensure non-standard requests are handled effectively.

Skills

Leadership experience

Strong communication skills

Organisational skills

Problem-solving skills

Proactive mindset

Job description

Are you a confident and driven leader with a passion for delivering exceptional customer service and operational excellence? We're looking for a Team Lead - Customer Accounts to take ownership of a high-performing team, ensuring service delivery, compliance, and continuous improvement across our Shared Service Centre. As Team Lead, you'll be responsible for managing first-line support, resolving escalated queries, and ensuring service level agreements are met with accuracy, integrity, and confidentiality. You'll lead your team to meet financial targets such as overdue debt and DSO, while promoting innovation and departmental initiatives.

• Lead and support your team to deliver outstanding customer service to internal and external stakeholders.
• Ensure compliance with processes and controls, identifying and implementing efficiency improvements.
• Manage escalated queries and ensure non-standard requests are handled effectively.
• Maintain accurate records and ensure all work is completed within agreed SLAs.
• Promote a culture of integrity, confidentiality, and continuous improvement.
• Drive team performance to meet financial and operational targets.
• Champion departmental initiatives and support change programmes.
• Foster professional development and uphold the Leadership Charter.
• Undertake additional tasks as required by senior management.
• Proven leadership experience in a customer service or Shared Service Centre environment.
• Strong communication, organisational, and problem-solving skills.
• A proactive mindset with a focus on continuous improvement and innovation.
• Ability to work with integrity and maintain confidentiality.
• Commitment to professional development and team growth.
• Solid understanding of service delivery, financial metrics, and compliance.