Job Description

Job Overview

As the Customer Support Team Leader, you will be responsible for leading, mentoring, and supporting the customer service team to deliver an outstanding service experience. You'll ensure that all customer enquiries whether technical, sales-related, or post-sales are handled efficiently, professionally, and in alignment with Airflow's standards and values.

This role requires a hands on leader who is customer focused, solutions-driven, and able to balance team development with operational efficiency.

This is a 6-month temporary position with the view to becoming permanent. At the end of the initial period, both the role and individual performance will be reviewed, with the potential for a permanent offer, an extension, or consideration for other suitable opportunities within the business.

Responsibilities

Lead and manage the daily operations of the Customer Service Team, ensuring service levels and response times are met. Hands on and overseeing daily operations - calls, emails, tasks, service levels. Act as an escalation point for complex customer issues, providing hands-on resolution and coaching team members as needed. Monitor team performance and individual KPIs, providing regular feedback, support, and development plans. Coordinate with internal departments (Sales, Technical, Marketing, Logistics) to resolve customer queries promptly and accurately. Support onboarding and training of new team members, ensuring consistent knowledge of Airflow's product range and systems. Oversee the handling of orders, returns, warranty claims, and technical queries via phone, email, and CRM systems. Continuously seek ways to improve processes and customer satisfaction metrics. Produce regular reports on team performance and customer feedback to share with senior management.

Skills

Strong leadership skills and experience of leading a team to deliver customer & operational excellence People management skills Managing systems and databases Experience of demonstrating customer resolution, service improvement, and customer excellence. Proven experience in a customer support or service team leader/supervisory role. Strong interpersonal and leadership skills, with the ability to motivate and coach a team. Excellent verbal and written communication skills. Organised, with strong time management and multitasking abilities. Experience using CRM systems and Microsoft Office Suite. Strong problem-solving skills and a calm, professional approach to customer escalations.

Desirable:

Experience in a technical product or manufacturing environment. Knowledge of ventilation, HVAC, or building services industries.

Summary of benefits

Salary up to 32-35k pa depending on experience 25 days annual leave plus (bank holidays) 1 day holiday for birthday Company Pension Scheme Private Healthcare Free onsite parking Life Insurance
Job Types: Full-time, Temporary, Temp to perm
Contract length: 6 months

Pay: 32,000.00-35,000.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme Life insurance On-site parking Referral programme
Experience:

Leadership or Management: 2 years (required) Customer service: 2 years (required)
Work Location: In person