TeamJobs
Customer Service Team Lead
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Customer Service Team Lead
Location: Poole, Dorset
Salary: £34,000 per annum
Hours: 37.5 hours per week
Are you an experienced customer service leader with a passion for delivering exceptional customer experiences while driving operational excellence?
We're looking for a Customer Service Team Lead to oversee our After Sales function, leading a dedicated team to deliver efficient, fair, and commercially balanced resolutions for our customers. If you thrive in a fast-paced environment, enjoy coaching others, and have a strong commercial mindset, we'd love to hear from you.
The Role
Reporting to the Sales Operations & After Sales Manager, you'll take ownership of the day-to-day performance of the After Sales team, ensuring customers receive outstanding service while protecting business performance and profitability.
You'll be responsible for managing returns, warranties, cancellations, and customer queries, acting as the escalation point for complex cases and driving continuous improvements across processes, products, and customer experience.
Key Responsibilities
- Lead, motivate, and develop the After Sales team to consistently deliver excellent customer service.
- Manage the day-to-day operation, ensuring SLAs, quality standards, and customer expectations are met.
- Oversee returns, warranties, cancellations, and customer complaints, ensuring timely and appropriate resolutions.
- Make commercially sound decisions that balance customer satisfaction with business profitability.
- Monitor trends in returns, refunds, and credits, identifying opportunities to reduce avoidable costs.
- Analyse customer feedback and operational data to identify root causes and implement improvements.
- Work collaboratively with Sales, Warehouse, and Operations teams to resolve recurring issues and improve processes.
- Develop and maintain best practice procedures and standard operating processes (SOPs).
- Coach and support team members in handling complex and high-value customer cases.
- Act as the main escalation point for challenging customer situations, protecting both customer relationships and brand reputation.
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About You
We're looking for someone who brings both strong leadership skills and a commercial approach to customer service.
You'll have:
- Previous experience managing or supervising a customer service, after sales, returns, or warranty team.
- Strong commercial awareness and the ability to balance customer satisfaction with business objectives.
- Excellent problem-solving and decision-making skills.
- Experience analysing performance data and identifying opportunities for improvement.
- A proven ability to coach, develop, and motivate teams.
- Outstanding communication skills, both written and verbal.
- Excellent organisational skills with the ability to manage multiple priorities.
- Confidence working collaboratively across departments.
- A proactive mindset and passion for continuous improvement.
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What's in it for you?
- Staff discounts on vehicle parts
- Discounted fuel
- Health Cash Plan (after successful probation)
- Critical Illness Cover
- Death in Service benefit
- Family Day & Community Volunteer Day
- Additional annual leave after 3 years' service
- Enhanced pension contributions after 5 years' service
Apply Today
If you're an experienced customer service leader looking for your next challenge within a supportive and growing business, we'd love to hear from you.
Apply today with your CV, and a member of the TeamJobs team will be in touch.
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