Customer Service Team Leader

About the role

We are seeking an experienced Customer Service Team Leader to manage and develop a high‑performing customer service team in Witham. You will work closely with Sales, Operations, Planning, Finance and Logistics to ensure seamless order delivery and exceptional service for both UK and international customers.

Key responsibilities

• Lead, coach and develop the Customer Service team to deliver outstanding service.
• Provide day‑to‑day guidance, support and performance management.
• Manage a portfolio of UK and international customer orders from receipt through to delivery.
• Build strong relationships with customers, internal departments and external logistics partners.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Review and improve team processes and workflows.
• Ensure compliance with export, customs and international trade requirements.
• Provide cover across customer support functions to support business continuity.

Required profile

• Previous experience leading and developing a customer service team.
• Strong B2B customer service background.
• Proven track record of driving continuous improvement.
• Experience working cross‑functionally with Sales, Operations, Logistics and Supply Chain teams.
• Excellent planning, organisational and problem‑solving abilities.

Required skills