Customer Service Team Leader – Account Management

About the role

We are seeking a friendly and customer‑focused Team Leader to head our small but growing Customer Service team. Based in Wandsworth, you will combine hands‑on account management with coaching and leadership to ensure top‑class service for our international horticultural clients.

Key responsibilities

• Lead, support and develop a team of three Account Managers, with plans for growth.
• Conduct weekly team check‑ins, monthly one‑to‑one meetings and annual performance reviews.
• Monitor KPIs, ensure compliance with company policies and coordinate with sales and production.
• Manage a personal portfolio of key accounts, handling quotations, order processing, logistics updates, shipping documentation and invoicing.
• Identify process‑improvement opportunities to enhance the customer experience.

Required profile

• Previous experience in account management or customer service leadership.
• Strong communication skills, both written and verbal.
• Ability to build lasting relationships with customers via phone, email and video calls.
• Proactive, humble and team‑oriented mindset.

Required skills

What we offer

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