Customer Services Team Leader

About the role

This is a hands‑on leadership position responsible for a small Customer Service team of four. You will be the first point of escalation, overseeing performance, quality, attendance and workflow while turning daily activity into clear reporting for management.

Key responsibilities

• Own the day‑to‑day running of the Customer Service team, freeing up senior management to focus on customers and commercial relationships.
• Lead, coach and develop team members, building confidence, capability and consistency.
• Oversee daily order processing, customer queries and service‑level targets, ensuring accuracy and timely turnaround.
• Manage the NCR (non‑conformance) process end‑to‑end, from root‑cause investigation to corrective action.
• Act as the first point of escalation for complex or sensitive customer and supplier issues.
• Provide structured, proactive weekly reporting on team performance and emerging risks.

Required profile

• Proven experience leading a small customer‑service or call‑centre team.
• Strong analytical mindset with the ability to identify trends and drive corrective actions.
• Excellent communication and coaching skills.
• Self‑starter who thrives on autonomy and shaping processes.

Required skills

What we offer

• Newly created position with genuine ownership from day one.
• High visibility across the wider business and direct input into process evolution.
• Opportunity to build and shape a team rather than merely maintain one.