Customer Service Team Leader

Delta Point, Greets Green Road, West Bromwich, B70 9PL, UK

Pay:

Salary not specified

Contract Type:

Permanent

Hours:

Full time

Disability Confident:

Yes

Closing Date:

17/06/2026

Customer Service Team Leader

Responsible for overseeing day to day operations of the customer service team, handling escalated customer issues, and ensuring a smooth customer experience. You will work closely with internal departments to resolve problems efficiently while maintaining a high level of service.

What you'll do

• Lead and support the customer service team in managing daily inquiries, complaints, and service requests.
• Act as the first point of contact for escalated customer issues and ensure prompt resolution.
• Develop and implement processes to improve customer service efficiency and satisfaction.
• Monitor customer interactions, ensuring high quality service and compliance with company standards.
• Work closely with production, logistics, and sales teams to address customer concerns effectively.
• Train and mentor customer service representatives to enhance their problem solving and communication skills.
• Analyze customer feedback, identify trends, and provide recommendations for service improvements.
• Maintain accurate records of customer interactions and resolutions for reporting and analysis.
• Assist in setting team goals and performance metrics, ensuring continuous improvement.

What you bring

• Proven experience in a senior customer service role, preferably in a manufacturing or industrial environment.
• Strong leadership skills with experience managing or mentoring a customer service team.
• Excellent problem solving abilities with a proactive and customer focused approach.
• Ability to handle difficult conversations and resolve issues effectively.
• Strong communication and interpersonal skills to liaise with customers and internal teams.
• Experience working with CRM systems and customer service software.
• Ability to analyse data and customer trends to improve processes.
• Strong organisational and multitasking skills in a fast paced environment.
• Ability to work well under pressure and have attention to detail.

Benefits

• Companywide bonus scheme.
• 25 days annual leave.
• Service and recognition awards.
• Training and development opportunities.
• Company pension.
• Life Assurance 4x salary.
• Discounted gym membership.
• Enhanced family friendly policies.
• Free annual flu vaccination vouchers.
• Employee assistance program with a 24/7 virtual GP service.
• Cash health plan.
• Free home cyber security training.
• Cycle to work scheme.
• Free onsite parking.

Hours of work: 37 hours a week, Monday to Thursday
8.30am - 4.30pm and Friday
8.30am - 4pm at our West Bromwich site.

We are a Disability Confident Employer and a proud member of the scheme.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).