Customer Service Team Lead

The RoleThe Customer Service Team Leader plays a critical role in delivering an exceptional customer experience and ensuring operational discipline across all customer service activity. The role combines:Leadership & coachingEscalation ownership & customer outcome managementProcess, SLA, and quality controlPlus a proportion (~20–30%) of hands‑on operational work to stay close to day‑to‑day realities.The Team Leader will help build a high‑performing, empowered team that delivers responsiveness, accuracy, First Contact Resolution, and supports on-time-to-Promise (OTTP) outcomes.Goodfellow’s Customer Service function is growing alongside the wider Group, and we’re committed to developing our people as it does. This role offers a genuine platform to build leadership experience, with scope, progression and reward reviewed together as responsibility grows.Key ResponsibilitiesDelivering team performance through people.Build a capable, motivated team using coaching, development plans, and regular 1:1s.Manage the conduct and behaviour of the department in line with company expectations.Own the operational cadence of team meetings & reviews.Support succession planning, including onboarding and coaching of new hires.Model excellent service standard by maintaining a share of daily workload.Build relationships with customer service colleagues and leaders in other Goodfellow Group locations, broadening your exposure and profile as the wider function develops.Own customer outcomes & support escalationsAct as point of escalation for customer issues, complaints, and internal process barriers.Ensure SLA performance through proactive prioritization and risk management.Co-ordinate with stakeholders across the business to resolve issues early and clearly.Drive Process discipline, measurement, and continuous improvementCreate, and maintain adherence to SOPs for high frequency and/or high value departmental processes.Lead a structured approach to continuous improvement within the department.Champion adoption of internal tools to support automation and streamlining of processes.Work with the team to identify recurring issues and work cross functionally to develop systemic fixesGet involved in projects that shape how customer service is structured and delivered across the wider Goodfellow GroupKey RequirementsEssentialExperience in a customer service environmentStrong written and verbal communication skillsDemonstrated ability to coach, influence, and support othersCompetent with core IT systems (D365, MS Office, Salesforce desirable)Strong problem solving capability & judgement in complex environmentsAble to manage workloads, SLAs, and internal/external prioritiesDesirablePrevious leadership, mentor, or senior agent experienceExposure to SLA-based operationsUnderstanding of order to cash cycle and order fulfilmentFamiliarity with AI-assisted workflows or process automation.Experience working across multiple sites, teams, or business unitsAn interest in taking on broader scope and responsibility as the team and structure evolveDevelopmentWe’re committed to developing our people. This is a role with real scope to grow: as Goodfellow’s Customer Service function expands across our sites, we’ll invest in the right person’s leadership development, and review scope, career progression and reward together as responsibility increases.Salary & BenefitsCompetitive salary, dependent on experience.22 days Annual Leave rising to 25 daysFlexible working arrangements, where applicable, to support work-life balanceEnjoy company-funded private healthcare, giving you peace of mind and access to quality care. Please note that employees are responsible for any applicable taxGenerous company pension scheme with a 5% employer contribution to help you plan for a secure futureComprehensive protection with Critical Illness and Life Assurance cover, giving you and your loved one’s peace of mindCompany Sick Pay scheme available, inclusive of Statutory Sick Pay, to support you during periods of illnessEmployee Assistance Programme (EAP) for mental health and wellbeing supportProfessional development opportunities, where applicable, including training and support for qualificationsOnsite car parking and complimentary refreshmentsPlus a programme of social events during the year.