Rayner
Customer Service Team Leader
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Customer Service Team Leader
We are looking for an experienced Customer Service Team Leader to lead the day-to-day operation of our Customer Service team, supporting colleagues to deliver an efficient, accurate, and high-quality service.
Alongside team leadership, this role has a strong focus on data, operational performance, and continuous improvement. The successful candidate will use tools such as Excel and Power BI to turn operational data into useful insight, improve reporting, and help identify opportunities to improve customer experience, productivity, and processes.
This role would suit someone who combines strong people leadership with excellent analytical capability and enjoys using data to solve operational problems.
The role will be based two days a week at Worthing HQ, two days a week at the Crawley site, and one day working from home.
Key Responsibilities
- Lead and coordinate daily Customer Service workloads and priorities.
- Coach and support team members, building capability, ownership, and accountability.
- Monitor service performance, workload, backlog, and operational risks.
- Produce and maintain Customer Service dashboards and KPI reporting.
- Analyse trends and provide clear, actionable insight to the Customer Service Manager.
- Use Excel, Power BI, and other reporting tools to improve and automate reporting.
- Support workload and capacity planning using operational data.
- Identify opportunities to simplify, standardise, and improve processes.
- Support optimisation and adoption of systems including NetSuite and Esker.
- Maintain effective processes, SOPs, training materials, and documentation.
- Build strong working relationships with Sales, Finance, Operations, Supply Chain, IT, and other business teams.
- Deputise for the Customer Service Manager when required.
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Essential Skills & Experience
- Experience leading, coordinating, or supervising a team.
- Strong coaching, communication, and problem-solving skills.
- Advanced Excel skills, including working confidently with large datasets, formulas, PivotTables, and data analysis.
- Practical Power BI experience, including creating or maintaining dashboards.
- Strong analytical skills with the ability to identify trends, risks, and improvement opportunities.
- Ability to translate data into clear recommendations and actions.
- Experience working with KPIs and operational performance measures.
- Strong organisational skills, accuracy, and attention to detail.
- Experience supporting process or continuous improvement activity.
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Desirable
- Experience within Customer Service, Operations, or Supply Chain.
- NetSuite, Esker, or other ERP/order-management system experience.
- Power Query, Power Automate, or SQL knowledge.
- Experience automating operational reporting.
- Experience within a regulated industry.
- Lean, Continuous Improvement, or project-management experience.
What Success Looks Like
- A well-organised and supported Customer Service team.
- Stronger ownership and accountability across the team.
- Clear visibility of operational performance and workload.
- Reduced manual reporting through better use of data and automation.
- Earlier identification of risks and service issues.
- Measurable improvements to processes, efficiency, and customer experience.
Benefits
- Annual Wellbeing Reimbursement (for Spa Treatments, Gym Memberships, Dentistry & more!)
- On-site Parking & Restaurant for convenience and cost efficiency
- Recognition Programs that celebrate teamwork & individual contributions
- Supportive Team Culture built on collaboration & respect
- Pension Plan to secure your future
- Cycle-to-Work Scheme to stay active and eco-friendly
- Enhanced Parental Pay to support growing families
- Referral Bonus to be rewarded for recommending talent
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