Head Of Customer Service jobs in United Kingdom

This is an exciting opportunity for a CS Team Leader to oversee and manage a customer service team in the manufacturing sector. The role is based in Sheffield and requires a focus on delivering excellent customer service and team management.

I am working in partnership with this reputable organisation to recruit for a Team Leader on a permanent basis. This permanent role offers a chance to use your leadership skills to provide coaching, support and ensuring smooth operations throughout the team.

• Lead and manage the customer service team to ensure high levels of performance and engagement.
• Monitor and evaluate customer service operations to identify areas for improvement.
• Ensure all customer queries and complaints are resolved promptly and effectively.
• Collaborate with other departments to improve the customer experience.
• Prepare and analyse reports to track team performance and KPIs.
• Train and develop team members to enhance their skills and knowledge.
• Ensure compliance with company policies and procedures within the team.
• Support the implementation of new processes and technologies to improve efficiency.

A successful CS Team Leader should have:

• Provide front line leadership for the Customer Service team.
• Deliver, and where possible, exceed all performance metrics within your area of responsibility.
• Maintain high quality standards across all customer interactions and company KPIs.
• Act as an escalation point for customer issues, focusing on resolving root causes rather than addressing only immediate concerns.
• Support key account reviews in collaboration with stakeholders.
• Assess customer profiles to identify opportunities for increased sales.
• Collaborate with commercial teams to promote stock availability and drive sales growth.
• Work with the Sales & Operational Planning Team to identify and resolve scheduling changes aligned with production.
• Identify areas for improvement and ensure customer compliance with processes and policies.
• Continuously monitor performance and KPIs, implementing improvement actions as needed.
• Manage all people-related responsibilities, including performance reviews, attendance management, and other personnel matters.
• Oversee team workflow to ensure efficiency and service consistency.
• Coach and develop team members to enhance knowledge, capability, and overall productivity.
• Serve as a subject matter expert within the Customer Service function.
• Manage scheduling and liaise with transport partners to ensure on time, in full deliveries.
• Manage haulage payments and associated administrative processes.

• A competitive salary ranging from 31,000 to 33,000 per annum.
• A new exciting position within a respected organisation.
• Opportunities for career development within the manufacturing sector.
• Supportive and collaborative company culture.
• Hybrid working.
• Great benefits package.

If you are ready to take the next step in your career as a CS Team Leader, we encourage you to apply today!