Customer Services Team Leader

Customer Service Team Leader

Walsall / Birmingham

Full-time | Permanent

We are working with a growing business looking to appoint an experienced Customer Service Team Leader to support and lead a busy customer service function.

This is a hands-on role, combining customer service, sales order processing and logistics coordination with day-to-day team leadership.

The Role

• Lead, support and motivate a customer service team
• Act as the first point of escalation for customer queries and complaints
• Oversee sales order processing and ERP accuracy
• Manage the sales inbox and ensure timely responses
• Coordinate with warehouse, logistics and sales teams
• Support onboarding, training and development of team members
• Monitor performance against KPIs and drive continuous improvement
• Oversee dispatch, documentation and haulage coordination

What We’re Looking For

• 3+ years’ experience in customer service / sales admin
• Previous leadership or supervisory experience
• Strong ERP and order processing experience
• Confident handling escalations and problem-solving
• Organised, proactive and comfortable in a fast-paced environment
• Strong communication skills

Desirable:

• Distribution / construction / flooring sector experience

What’s on Offer

• Monday–Friday, 9:00–17:30
• 28 days holiday (incl. Christmas shutdown)
• Bonus scheme
• Pension & health benefits
• Employee assistance programme
• Cycle to work scheme
• Ongoing training & development
• Free on-site parking

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