Goodfellow
Customer Service Team Lead
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The Role
The 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 & coaching
- Escalation ownership & customer outcome management
- Process, SLA, and quality control
- Plus 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 Responsibilities
- Delivering 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.
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Own customer outcomes & support escalations
- Act 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.
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Drive Process discipline, measurement, and continuous improvement
- Create, 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 fixes.
- Get involved in projects that shape how customer service is structured and delivered across the wider Goodfellow Group.
Key Requirements
Essential
- Experience in a customer service environment
- Strong written and verbal communication skills
- Demonstrated ability to coach, influence, and support others
- Competent with core IT systems (D365, MS Office, Salesforce desirable)
- Strong problem solving capability & judgement in complex environments
- Able to manage workloads, SLAs, and internal/external priorities
Desirable
- Previous leadership, mentor, or senior agent experience
- Exposure to SLA-based operations
- Understanding of order to cash cycle and order fulfilment
- Familiarity with AI-assisted workflows or process automation
- Experience working across multiple sites, teams, or business units
- An interest in taking on broader scope and responsibility as the team and structure evolve
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Development
We’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 & Benefits
- Competitive salary, dependent on experience.
- 22 days Annual Leave rising to 25 days
- Flexible working arrangements, where applicable, to support work-life balance
- Enjoy company-funded private healthcare, giving you peace of mind and access to quality care. Please note that employees are responsible for any applicable tax.
- Generous company pension scheme with a 5% employer contribution to help you plan for a secure future.
- Comprehensive protection with Critical Illness and Life Assurance cover, giving you and your loved one’s peace of mind.
- Company Sick Pay scheme available, inclusive of Statutory Sick Pay, to support you during periods of illness.
- Employee Assistance Programme (EAP) for mental health and wellbeing support.
- Professional development opportunities, where applicable, including training and support for qualifications.
- Onsite car parking and complimentary refreshments.
- Plus a programme of social events during the year.
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