Customer Service Team leader

Salary: £37,000- £42,000

Location: Wandsworth, London

M-F 09.00 - 17.00 ( 4 days in Wandsworth office, 1 day at home)

Our client, a fantastic family-run business specialising in the manufacture and supply of high-quality sustainable products to the international commercial horticultural industry, is seeking an Account Manager Team Leader to join their small but growing customer support team.

This varied role combines leadership, coaching, and hands-on account management, ensuring the highest levels of customer satisfaction, team performance, and process compliance.

We are looking for a friendly, humble, and customer-focused individual with previous account management experience. In this role, you will manage selected customer accounts and support clients throughout their full journey — from quotation and order processing through to logistics updates, shipping documentation, and final delivery. You will build strong, lasting relationships with customers via phone, email, and video calls, delivering an exceptional service experience at every stage.

• Manage, support, and develop a team of Account Managers (currently 3, with planned growth) and ensure smooth communication with the sales and production teams.
• Conduct regular weekly team check-ins and monthly one-to-one meetings.
• Lead annual performance reviews, including setting objectives and evaluating performance.
• Identify development opportunities and support career progression within the team.
• Monitor team performance against KPIs and business objectives.
• Ensure compliance with company policies, including working hours and operational standards.
• Partner with senior management to review and agree on annual compensation changes, including bonuses and salary increases.
• Personally manage a portfolio of key accounts, maintaining strong client relationships.
• Support sales team in providing accurate and timely information.
• Oversee the full account lifecycle from order placement through to invoicing.
• Ensure timely and accurate processing of orders and invoices.
• Maintain up-to-date records and provide visibility on account status to internal stakeholders.
• Identify opportunities to improve processes and enhance the customer experience

Based in Wandsworth, London. Salary will be based upon experience.