Job Description

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Job title: Customer Service Team Leader
Salary: 40,000-45,000 (Dependant on experience), company profit related bonus
Location: Alton (office based role)
Hours: 8.00am-5.00pm (Monday to Friday)
Are you a natural leader who thrives in a fast-paced environment? Do you have the ability to keep calm under pressure while driving service excellence and continuous improvement?
If this sounds like you, a leading specialist in construction materials distribution is looking for a Customer Service Team Leader to join their growing team. This is a pivotal role in a business renowned for its "next-day delivery" promise and exceptional customer experience.
About the Company
This respected, family-owned business has carved out a niche in the construction supply sector, combining speed, reliability, and technical know-how. With ambitious growth plans, including new depots and investment in systems. The company offers a dynamic environment where your ideas and leadership will make a real impact.
What's the role about?
As Customer Service Team Leader, you will:

• Lead and inspire a small team , creating a high-performing, supportive culture.
• Process all customer orders quickly, accurately, and within operational deadlines
• Act as the escalation point for complex customer issues, ensuring swift resolution.
• Drive process improvements and efficiency gains to maintain industry-leading service standards.
• Collaborate with Sales, Operations, and Finance to deliver seamless customer experiences.
• Report on team performance and service KPIs to the Sales Director.

Key Responsibilities

• Maintain strict SLAs: calls answered within 6 seconds, emails within 2 hours.
• Ensure 100% accuracy in order processing and CRM updates.
• Produce weekly OTIF (On Time In Full) and performance reports.
• Identify and implement process improvements to reduce risk and increase efficiency.
• Support change projects to enhance automation and workflow.

Requirements:
You'll bring:

• Proven experience leading a customer service team in a fast-paced environment.
• Calm, solutions-focused approach with strong problem-solving skills.
• Excellent communication and organisational ability.
• High attention to detail, ensuring accuracy in orders, enquiries, and reporting.
• Confidence with systems (ERP/CRM experience ideal).
• A mindset for continuous improvement and adaptability.

Benefits:
What's in it for you?

• Competitive Salary: 40,000-45,000 DOE.
• Career Growth: Opportunity to shape a critical function and progress as the business scales.
• Impact: Play a key role in delivering the company's USP - speed and reliability.
• Culture: Join a values-driven team that prizes adaptability, problem-solving, and plain talking.
• Perks: 21 days holiday + bank holidays, pension scheme, and a well-stocked kitchen with free refreshments.

Skills Required