Job Description

About us

At Hothouse Beauty, we're a leading manufacturer and distributor of high-quality beauty products. We take pride in delivering exceptional service and premium products to our customers across the UK and beyond.

We are currently looking for a Customer Service Team Leader to join our team on a permanent basis. This is an exciting opportunity for an experienced professional to lead and inspire a dedicated team, helping to drive service excellence and operational efficiency across our customer service function.

About the role

As our Customer Service Team Leader, you will be responsible for supervising and supporting the customer services team to ensure the timely and accurate processing of customer orders and the consistent delivery of exceptional service. You will play a key role in managing day-to-day operations, coaching team members, and ensuring compliance with export procedures and international shipping regulations.

You will oversee the input of orders into the ERP system and support commercial invoicing processes, ensuring accuracy and alignment with customer requirements. The role will also involve handling escalated customer enquiries via phone and email, collaborating with internal departments such as Sales and Operations, and contributing to continuous improvement initiatives within the service function.

This is a hands-on leadership role where your ability to build strong relationships, resolve issues efficiently, and motivate your team will make a real difference to both internal processes and customer satisfaction.

About you

You will be a confident and capable leader with proven experience in a similar customer service role, ideally within a manufacturing or product-focused environment. You will have a thorough understanding of ERP systems and export documentation, along with excellent communication skills and a strong focus on customer service.

You'll need to demonstrate a high level of attention to detail and accuracy in order processing and invoicing, combined with strong organisational and problem-solving abilities. Your ability to manage multiple priorities and work collaboratively across departments will be essential, as will your proactive and positive approach to leadership.

A working knowledge of international shipping and customs processes will be advantageous, as will experience using EDI or customer portals. Proficiency in Microsoft Office, particularly Excel, is also required.

What we can offer you

We are proud of our supportive and collaborative working culture and offer a competitive benefits package that includes:

Competitive salary Life assurance Access to virtual GP appointments Discounts at selected retailers and gyms Reimbursement for vaccinations, dental treatments, and alternative therapies Access to our staff shop Free on-site parking
We are passionate about our people and are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all.

Job Types: Full-time, Permanent

Benefits:

Company events Company pension Employee discount Free flu jabs Free parking Health & wellbeing programme Life insurance On-site parking Private dental insurance Store discount
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 25/05/2025