Customer Service Team Leader - fabric recruitment : Job Details

Customer Service Team Leader

Nottingham

up to £39,000 DOE

We are seeking a dynamic and experienced Senior Customer Service Team Leader to join a fast-paced and growing business. This is an exciting opportunity to lead a customer-focused team, drive continuous improvements, and deliver outstanding customer experiences.

As the Senior Customer Service Team Leader, you will oversee the day-to-day operations of the Customer Service team, manage key customer relationships, and drive the performance of the department to meet and exceed company KPIs. This role requires a motivated leader with strong problem-solving, organisational, and people management skills.

Description of the role:

• Ensure all orders are accurate, up-to-date, and processed efficiently by working with internal departments and external stakeholders.
• Build and maintain strong relationships with key accounts to foster long-term partnerships and ensure satisfaction.
• Lead, mentor, and coach the Customer Service team to deliver exceptional service. Manage workloads, maintain team morale, and oversee staff performance.
• Compile and review reports to assess current performance and identify opportunities for improvement. Use insights to implement strategic changes.
• Collaborate cross-functionally to drive process improvements that enhance customer experiences and operational efficiency.
• Identify training needs across the team, oversee new hire onboarding, and mentor team leaders for career growth.
• Manage escalated customer queries with professionalism, empathy, and a solutions-focused approach.
• Assist senior leadership with departmental goals and provide support to fellow team leaders where needed.

About you:

• Previous experience in managing a Customer Service or Customer Experience team.
• Swedish, Danish, or Norwegian as an additional language.
• Strong leadership, coaching, and people development abilities.
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office applications, particularly Excel (intermediate to advanced).
• Exceptional problem-solving and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.

If you're passionate about delivering excellence, motivating teams, and driving change, we'd love to hear from you! This is your chance to make an impact in a dynamic, global environment where innovation, teamwork, and customer satisfaction are at the heart of everything they do.