Customer Service Team Leader – Account Management

About the role

We are looking for a friendly, humble and customer‑focused leader to head our growing Customer Service team. Based in Wandsworth, you will combine hands‑on account management with coaching and development of a small team of Account Managers.

Key responsibilities

• Manage a portfolio of key customer accounts from quotation through order processing, logistics updates, shipping documentation and final delivery.
• Build strong relationships with customers via phone, email and video calls.
• Lead, support and develop a team of three Account Managers, with plans to grow.
• Conduct weekly team check‑ins, monthly one‑to‑ones and annual performance reviews, setting objectives and evaluating results.
• Monitor team KPIs, ensure compliance with company policies and operational standards.
• Partner with senior management on compensation, bonuses and salary adjustments.
• Support the sales team by providing accurate, timely information.
• Oversee the full account lifecycle, including order placement, invoicing and record‑keeping.
• Identify and drive process improvements to enhance the customer experience.

Required profile

• Previous experience in account management or customer service.
• Strong leadership and coaching abilities.
• Excellent communication skills and a customer‑centric mindset.
• Ability to manage multiple priorities and meet deadlines.

Required skills

What we offer

• Competitive salary £37,000‑£42,000 per year, based on experience.
• Hybrid working – 4 days in the Wandsworth office, 1 day remote.
• Opportunity to grow a team within a family‑run, sustainable business.