Macfarlane Packaging
Customer Service Team Lead
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Customer Service Team Leader
Location: Tilehurst, Reading
Package: Basic salary up to £40,000 (dependent on experience) plus bonus/OTE and flexible benefits package including up to 27 days holiday (plus additional annual leave purchasing scheme)
Hours: Full time (37.5 hours) Monday to Friday
Sector: Packaging Distribution
Protecting what matters, together
We're dedicated to protecting what matters most - our people, our customers, our communities, and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability, and continual improvement creates a highly collaborative, supportive, and friendly workplace where you can unpack a career that grows.
With history stretching back over 75 years, we offer stability whilst continuing to evolve and grow. Our fast-paced, results-driven approach provides genuine opportunities for development, progression, and achievement. Every colleague has the opportunity to influence our success, helping us deliver outstanding service and innovative packaging solutions to customers across the UK.
The Customer Service Team Leader Role
This is a key leadership role within one of our packaging distribution operations. You will lead, develop, and motivate our local office-based team, ensuring exceptional customer service, strong commercial performance, and effective day-to-day sales office supervision.
You will be responsible for driving sales growth across existing accounts, maximising quotation conversion, identifying new opportunities, and ensuring the team consistently delivers against agreed targets. Working closely with external sales executives, operations, and logistics colleagues, you will help create a high-performance culture focused on customer satisfaction, profitability, and continuous improvement.
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This role offers an excellent opportunity for an experienced internal customer service/sales leader who enjoys directly coaching people, improving performance, and contributing directly to business success.
What you will bring
We welcome applications from commercially minded sales leaders who can demonstrate success within a fast-paced customer service/internal sales, distribution, merchanting, or wholesale environment.
You will ideally offer:
- Previous experience leading, coaching, and developing an office-based customer service and/or internal sales team
- A strong understanding of customer service and sales office operations, customer account management, and commercial decision-making
- Experience setting objectives, monitoring performance, and driving continuous improvement
- The ability to motivate teams to achieve sales, margin, and service targets
- A track record of building strong customer relationships and identifying opportunities to grow account spend
- Confidence handling customer escalations and resolving issues professionally
- Experience supporting and working alongside field-based sales colleagues
- Strong commercial awareness and the ability to balance customer satisfaction with profitability
- Excellent communication, organization, and people management skills
- Strong IT capability, including CRM systems and Microsoft Office applications
Knowledge of packaging products or experience within the packaging sector would be advantageous but is by no means essential.
What you will get
We provide a competitive basic starting salary and operate a range of rewarding bonus and incentive schemes. Our flexible employee benefits package can include:
- 25 days annual leave (rising to 27 days with service) plus all public/bank holidays
- Additional Holiday Purchasing Scheme (run annually)
- Contributory pension scheme
- Free parking at the majority of our site locations
- Annual paid volunteering day
- Company car or cash allowance for qualifying roles
- Employee Assistance Programme
- Extensive training, development, and progression opportunities
- Employee discount scheme
- Simply Health/Dental Cover option or BUPA cover for qualifying roles
- Enhanced HR policies relating to employee rights and entitlements
- Long service awards
- Charitable giving options
- Financial support with eye tests and prescription glasses for DSE users
- EE Mobile discount scheme
- Candidate referral scheme
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Your future with us
Here at Macfarlane Group, you have the opportunity to shape your own career. As a large national business, internal progression and mobility are key parts of our success. Through structured development pathways, leadership programmes, and recognised external training, we support colleagues to achieve their full potential and progress their careers.
How to apply
This is genuinely an urgent role whereby we are working swiftly to find the best applicants and hope to hold local interviews ASAP. Please click 'apply' to submit your up-to-date CV. All applications will be acknowledged. If you haven't heard from us within 2-3 weeks, please assume your application was unsuccessful.
We welcome and encourage applications from people of all backgrounds irrespective of age, gender, disability, race, nationality, ethnicity, gender expression, religion, or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly.
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