Customer Service Team Leader
Hybrid working - 3 days on site
£55,000 - £60,000 plus bonus
  
Are you a dynamic, motivated and ambitious leader with a passion for delivering outstanding customer service? Our client is looking for an experienced Customer Service Team Leader to join a fast-paced and collaborative operations team.
  
In this role, you’ll support the Customer Service Manager in driving service excellence and operational efficiency across the full Order-to-Cash process. You’ll lead a team of dedicated customer service associates, coaching and empowering them to deliver exceptional results and a first-class B2B experience for every customer.
  
The successful Team Leader will work on a hybrid basis with 3 days a week being on site in Maidenhead, with shifts falling between 8am – 5pm. There is also a requirement to work in Oxfordshire once a month, expenses paid.
  
Customer Service Team Leader key responsibilities:

• Lead, develop, and motivate the Customer Service team to achieve service excellence and continuous improvement.
• Ensure all customer service processes are followed and customer satisfaction remains a top priority.
• Manage day-to-day order processing (Manual, EDI, Esker) ensuring timely dispatch and delivery.
• Act as the first point of escalation for customer complaints and complex service issues, driving swift resolution and root cause analysis.
• Liaise closely with Supply Chain, Logistics, and 3PL partners to drive service performance and resolve issues efficiently.
• Monitor and improve key service metrics including CXSL, CSL, and Perfect Order Rate (90%+ target).
• Support key supply chain improvement initiatives in line with business goals.
• Lead system and process improvements, including SAP, EDI, and Esker enhancements.
• Ensure all customer service procedures and policies are compliant, efficient, and continuously optimized.
• Collaborate cross-functionally to enhance supply chain efficiencies and cost-to-serve performance.

  
About You:

• Minimum of 5 years’ experience in a customer service leadership role.
• Strong people management skills with a focus on coaching and development.
• In-depth understanding of the Order-to-Cash process.
• Highly proficient in SAP with solid experience in customer service operations.
• Strong analytical and reporting skills, especially in Excel.
• Excellent communication and stakeholder management abilities.
• Experience managing 3PL relationships and driving logistics performance.
• Exposure to EDI systems (Esker would be ideal).

  
Desirable Skills:

• Experience in the FMCG sector.

  
Benefits:

• Strong pension
• Free gym
• Private medical insurance
• Death in service
• Well-being extra

  
This is a fantastic opportunity to make a real impact in a business that values innovation, collaboration, and professional growth. You’ll be part of a supportive team committed to operational excellence and delivering value to customers and stakeholders alike. Contact Tim Campion on 0208 989 7779 (Monday to Friday, 9am - 5:30pm) or email tim@ccprecruitment.com for more information.
 
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