Customer Service Team Leader

About the role

We are seeking an experienced Customer Service Team Leader to join a fast‑moving construction business in Hatfield. Reporting to the Head of Operations, you will lead a team of five Customer Success Advisors while staying hands‑on with daily customer interactions, order processing and issue resolution.

Key responsibilities

• Lead, motivate and develop a team of five Customer Success Advisors.
• Manage day‑to‑day customer service operations, including enquiries, quotations, order processing, invoicing and delivery queries.
• Monitor performance through KPIs and service levels, conducting one‑to‑ones, performance reviews and coaching.
• Support recruitment, onboarding and training of new team members.
• Liaise with Warehouse and Supply Chain to ensure accurate and on‑time order delivery.
• Identify and implement improvements to customer service and operational efficiency.

Required profile

• Proven experience leading a customer service team in a busy environment.
• Ability to manage performance, coach colleagues and make decisions under pressure.
• Strong communication and problem‑solving skills.
• Experience in construction or a technical product environment is desirable.

Required skills

What we offer

• Competitive salary up to £40,000 per year.
• Full‑time, Monday‑to‑Friday schedule (7:30 am – 4:30 pm).
• Office‑based role in Hatfield, South East England.