Customer Service Lead

About the job

Job Title: Customer Service Lead
Location: UK (Office-Based)
Contract Type: Full-time, Permanent
Salary: Up to £31,000 + Benefits

About the Role

We are supporting a leading European organisation within the reusable packaging and fresh supply chain industry in their search for a Customer Service Lead. The company operates across 25 countries and continues to expand within the UK market, supplying reusable trays and logistics solutions to producers, retailers, processors, and transportation partners.

In this role, you will be responsible for leading the Customer Service Team, ensuring all processes run efficiently, accurately, and in line with company standards. You will oversee team performance, training, development, act as the first escalation point for complex queries, and support the wider business with reporting and data analysis. Alongside leadership responsibilities, you will also play a hands-on role in day-to-day customer service activities.

This position is ideal for an experienced Customer Service professional with strong leadership skills and a background in administration, operations, or supply chain environments.

Key Responsibilities

Team Leadership & Coordination

• Lead and support the Customer Service Team on a day-to-day basis.
• Plan team workloads and resources to ensure all tasks and small projects are completed.
• Coordinate cover for holidays and absences.
• Act as the first escalation point for complex queries or complaints.
• Monitor, follow up, and report on departmental KPIs and SLAs.
• Lead departmental projects and continuous improvement initiatives.
• Train, coach, and develop team members, maintaining accurate training records.
• Support the documentation of processes, procedures, and internal instructions.

Customer Service Operations

• Act as a main point of contact for customers via phone and email.
• Handle and resolve customer complaints, ensuring accurate follow-up and recording.
• Support customer onboarding and account creation in SAP, including credit checks, document signing, and training.
• Manage customer accounts and permissions within SAP, ensuring correct pricing and configuration.
• Process blocked orders, reviewing orders daily and communicating with customers regarding pending payments/credits.
• Complete supplier-to-retailer transactions accurately and on time.
• Investigate and resolve transaction disputes and account issues, including invoicing and order discrepancies.
• Complete administrative tasks to support customers and internal teams.
• Carry out general office management duties as required.

Reporting & Analysis

• Summarise and report on customer complaints and activities.
• Create and maintain departmental reports and documentation using Excel.
• Maintain and update all Excel-based tools used within Customer Service.
• Analyse data to support complex customer queries and internal reporting needs.

Key Skills and Experience

• Strong verbal and written communication skills.
• Proficient in Microsoft Office with advanced Excel skills.
• Minimum 2 years’ leadership/supervisory experience.
• Minimum 2 years’ customer service or administrative experience.
• Logistics or supply chain experience (desirable).
• SAP experience (desirable).

Competencies

• Strong leadership and team-management ability.
• Able to perform under pressure and manage conflicting priorities.
• Customer-focused with a proactive approach.
• Analytical mindset with strong attention to detail.

What Our Client Offers

• Monday–Friday, 08:30–17:00 (bank holiday working required).
• 25 days holiday + birthday off.
• 4% employer pension contribution.
• Private medical insurance.
• Life assurance (4× salary).
• Employee discounts programme.
• Employee Assistance Programme (EAP) offering mental health, financial, and legal support.