Customer Service Lead

Job Description:

Title: Customer Service Lead

Salary: £35,000 - £40,000 per annum

Working hours: Monday - Thursday 8.30am - 5:00pm and Friday 8.30am - 2:00pm

Location: Thurcaston, Leicestershire

VH Talent is excited to be supporting a leading engineering organisation, to appoint a Customer Service Lead. 

Are you a dynamic leader with a passion for delivering outstanding customer experiences? In this pivotal role, you’ll lead our Customer Service team, driving performance, efficiency, and continuous improvement. You’ll oversee every aspect of the customer journey, from order entry and processing to managing customer portals and resolving delivery challenges. Working closely with internal departments and clients, you’ll ensure smooth communication, quick problem-solving, and the highest level of service quality.

If you’re motivated by developing people, optimising processes, and creating a truly customer-focused environment, this is the perfect opportunity to make a real impact!

The Customer Service Lead Role:

• Lead a small team of Customer Service Representatives.
• Conduct training sessions to develop team skills and knowledge.Hold regular one-to-one meetings to provide guidance and support. Carry out performance reviews and provide constructive feedback.
• Monitor team performance to ensure achievement of departmental goals. Ensure team members work efficiently to meet KPIs.
• Manage and oversee a small amount of assigned customer accounts, ensuring a deep understanding of individual needs and requirements.
• Prepare and send accurate order confirmations while maintaining smooth and proactive communication with customers.
• Build strong relationships through regular updates and a solutions-oriented approach.Collaborate with Supply Chain, Sales, and S&OP teams to anticipate and resolve delivery bottlenecks or other issues.
• Communicate effectively with customers on delivery challenges, coordinating timely actions and clear internal alignment.
• Prioritise tasks and resources to maintain high service levels during peak or constrained periods.
• Drive continuous improvement by identifying best practices and applying lessons learned.
• Manage customer inventories and portals, ensuring data accuracy and efficient order handling.
• Support Finance with processing and receivables follow-up related to deliveries.
• Handle complaints with professionalism, ensuring quick resolution and customer satisfaction.
• Ensure compliance with all delivery-related declarations and authorisations.
• Register shipments and special deliveries in customer portals.
• Contribute to achieving and improving key sales, delivery, and customer performance KPIs.

You’ll Need:

• Strong written and verbal communication skills across all levels of the organisation, both internally and externally
• Proficient in Microsoft Office, particularly Excel, with experience using ERP systems (preferably M3)
• Skilled in developing and implementing processes to enhance operational efficiency
• Experienced in coaching and mentoring direct reports to drive performance and growth
• Exceptional organisational and time management abilities. Proven track record of managing multiple technical projects and customer requests efficiently under pressure
• Proactive and results-oriented approach, ensuring smooth coordination between customers, engineering teams, and internal departments, even under tight deadlines
• Demonstrated leadership skills, with experience guiding, mentoring, and motivating team members to deliver excellent customer service and operational performance
• Analytical and solution-focused mindset, skilled at identifying root causes, troubleshooting technical issues, and implementing effective, customer-centric solutions
• Strong sense of ownership and accountability, consistently striving to exceed customer expectations and enhance satisfaction through reliable service delivery
• Detail oriented and quality driven, maintaining accuracy and consistency in documentation, reporting, and process execution. Committed to continuous improvement, driving process optimisation and efficiency in customer service workflows within a technical or engineering setting

What’s in it for you:

• 33 Days annual leave (including Bank Holidays)
• Permanent appointment with training and development opportunities
• Company pension
• Discretionary bonus
• Early finish Fridays

VH Talent, your Permanent and FTC Recruitment Partner!