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Customer Service Team Lead
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Join a company with over 150 years of heritage. We’re looking for a Customer Service Team Leader to drive service excellence and lead a motivated team supporting a portfolio of world‑renowned premium wine and spirits brands.
Customer Service Team Leader
London (SE1) | Permanent | Competitive Salary + Benefits
Our client is a long‑established premium wine and spirits importer, part of a prestigious global family group, and are seeking a Customer Service Team Leader to oversee the day‑to‑day running of their customer services team. With a heritage spanning over 150 years and a portfolio of world‑renowned brands, this business combines tradition with modern operational excellence.
The Role
You’ll manage the customer service function, ensuring orders are processed accurately, deadlines are met, and customers receive outstanding service. This is a pivotal role, directly impacting operational performance and the reputation of a premium portfolio.
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Key Responsibilities
- Oversee daily operations of the customer service team, distributing workload fairly and efficiently
- Monitor and process UK orders within strict deadlines, resolving incidents quickly
- Manage invoicing and credit notes across weekly, monthly, and annual cycles
- Collaborate with third‑party logistics partners to ensure smooth workflows and incident resolution
- Lead customer‑specific projects including fine wine campaigns and national account orders
- Develop and motivate the team, supporting recruitment, onboarding, and training
- Produce KPI and error reports, working with senior management to implement improvements
- Collaborate cross‑functionally with Finance, Marketing, and Sales to align on key initiatives
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Requirements
- 3–5 years’ experience in customer service leadership roles
- Strong communication skills with proven ability to build lasting relationships
- Skilled in multitasking, prioritisation, and problem‑solving under pressure
- Technical proficiency in Microsoft Office; familiarity with Navision or similar systems is a plus
- Attention to detail and accuracy in order handling and reporting
- Enthusiasm for wine (WSET qualification desirable)
Join a business with over 150 years of heritage, representing some of the world’s most prestigious wine estates. Lead a motivated team, deliver customer service excellence, and be part of an organisation where tradition meets innovation.
Apply now to take the next step in your career.
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