Team Lead - Customer Services Representative M/F

Safran; Wolverhampton; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading aerospace company is seeking an experienced Customer Service professional for a Team Lead position. This role involves hands-on management of customer accounts while leading the Customer Service team. Candidates should have strong communication skills, experience with SAP, and a passion for delivering excellent customer service. The position offers competitive salary and benefits, along with opportunities for career progression.

Benefits

Competitive salary

Company performance bonus scheme

Pension scheme with up to 10% employer contribution

Private medical insurance

Comprehensive health cash plan

25 days annual leave + bank holidays

Flexible benefits programme

Structured training opportunities

Qualifications

• Proven passion for delivering excellent customer service.
• Experience using SAP in Sales and Distribution modules.
• Ability to manage relationships and prioritise workload.

Responsibilities

• Lead, coach and support the Customer Service team.
• Manage a portfolio of key customer accounts.
• Ensure timely resolution of customer queries and complaints.

Skills

Customer service excellence

Stakeholder management

Leadership

Communication skills

SAP proficiency

Tools

SAP

Job description

Overview

We are looking for an experienced Customer Service professional to step into a CSR Team Lead position within the Aftermarket environment. This role combines hands‑on customer account management with day‑to‑day leadership of a Customer Service team, ensuring consistent delivery of high‑quality service and operational excellence. As a Team Lead, you will act as a role model for customer‑centric behaviours, providing guidance, support and direction to the team while maintaining direct responsibility for key customer accounts.

Responsibilities

• Lead, coach and support the Customer Service team within the Collins Aftermarket Service function, fostering a strong customer‑first culture.
• Act as the first point of escalation for complex customer queries, complaints and service issues, ensuring timely and effective resolution.
• Manage a portfolio of key customer accounts, maintaining strong relationships and delivering a high standard of service.
• Monitor team workload, priorities and performance to ensure service levels, deadlines and customer commitments are consistently met.
• Review and enhance customer communications, documentation and standard operating procedures to drive clarity, consistency and efficiency.
• Provide guidance on RFQs, purchase orders and contract reviews, ensuring compliance with contractual and commercial requirements.
• Coordinate scheduling and order management activities, balancing customer delivery expectations with operational capabilities.
• Collaborate closely with internal stakeholders including production, sales, shipping and warehouse teams to resolve issues, expedite orders and trace shipments.
• Support and challenge the team to operate independently and confidently across telephone and electronic customer channels.
• Track adherence to agreed schedules, manage customer expectations and provide clear status updates, escalating risks or performance concerns as required.
• Ensure issues are reported and managed through the Quality, Cost, Delivery, People, Safety (QCPC) process and support resolution of invoice and cash‑collection queries.
• Actively contribute to continuous improvement and Lean activities, identifying opportunities to improve processes, systems and team effectiveness.
• Ensure the team operates in line with ethical standards, IT policies, people philosophies and EH&S requirements.

Qualifications

• Proven passion for delivering excellent customer service, with strong communication and stakeholder management skills.
• Experience using SAP, particularly within Sales and Distribution modules.
• Demonstrable experience in a customer service environment, with the ability to manage relationships, prioritise workload and maintain attention to detail.
• Confidence to lead, influence and support others, with a natural ability to take ownership and make decisions.
• Practical knowledge of the aerospace industry, ideally within a military or defence‑focused environment.
• Understanding of export requirements, including EUUs and export licences.
• Previous experience with continuous improvement methodologies and Lean principles.

Benefits

• Competitive salary – Company performance bonus scheme – Pension scheme – up to 10% employer contribution – Private medical insurance – Comprehensive health cash plan – 25 days annual leave + bank holidays – Flexible benefits programme.
• Structured training & opportunities to progress.