Customer Service Team Leader

Role Overview

Acushnet Europe, based in St Ives, Cambridgeshire, is seeking a Customer Service Team Leader to drive high‑performance customer support across ordering and after‑sales enquiries. The role focuses on coaching, motivating, and developing team members to deliver outstanding customer experiences.

Responsibilities

• Lead, motivate and develop a team of Customer Support Associates.
• Create a positive, collaborative environment where people feel supported, trusted, and empowered.
• Coach team members to become multi‑skilled and capable of resolving customer enquiries from start to finish.
• Drive a strong first‑time‑fix culture, ensuring customers receive quick and effective resolutions.
• Monitor service levels and team performance, providing real‑time support where needed.
• Deliver regular coaching, feedback and development conversations that help individuals grow.
• Identify skills gaps and work with leadership and HR to support learning and development.
• Use customer feedback, performance data and service metrics to drive continuous improvement.
• Work closely with colleagues across the business to resolve issues and improve customer journeys.
• Recognise success, celebrate achievements and keep team engagement high.

Qualifications

• Experience in a customer service, contact centre or operational support environment.
• Previous leadership, supervisory, mentoring or coaching experience, or a clear passion for developing others.
• Strong communication and interpersonal skills.
• Ability to motivate and influence people positively and constructively.
• Experience working with service‑level targets, KPIs or performance metrics.
• Excellent problem‑solving skills and the ability to remain calm under pressure.
• Strong organisational skills and the ability to manage multiple priorities.
• Good educational background with strong literacy, numeracy and communication skills.
• Strong working knowledge of Microsoft Office (Excel, Outlook, Word, Teams).
• Confidence using customer service platforms, CRM systems and performance dashboards to manage workload and monitor team performance.

Benefits

Competitive salary package, annual leave that increases with tenure and flexibility to buy or sell holidays, wellbeing programmes including onsite gym and subsidised meals, pension scheme, employee assistance, financial guidance, tuition support and a comprehensive benefits portal. Employees also enjoy discounts, wellbeing incentives and recognition programmes.

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