JOB TITLE: Team Lead, Customer Services
LOCATION: Bicester (hybrid; 3 days in-office)
About the Role
We are looking for a proactive and customer-focused Customer Service Team Lead to join our Industry segment team, supporting customers and sales partners across the EMEA region.
This is a pivotal role where you will act as the primary point of contact for commercial and technical enquiries, while also leading and developing a local team across our England and Sweden sites. You will play a key role in ensuring excellent customer experience across our full product portfolio (RF, LF, FO), while driving continuous improvement in processes and performance, thinking with the company's values and stategy.
What You’ll Be Doing:
Leadership & Team Management
- Provide day-to-day leadership, guidance, and support to the Customer Service team
- Drive team development, performance, and engagement
- Manage team administration, including absences and resource planning
Customer & Sales Support
- Act as the main point of contact for customer and sales partner enquiries
- Prepare and manage quotations for standard and customised products
- Collaborate with Account Managers, Field Application Engineers, and Pricing teams
- Build strong relationships with customers and partners, identifying sales opportunities
Order & Process Management
- Coordinate quotation and order processes end-to-end
- Monitor order progress and proactively communicate with customers
- Ensure all activities are documented and aligned with internal processes
Forecasting & Planning
- Contribute to the monthly S&OP cycle with accurate and relevant data
Customer Experience & Continuous Improvement
- Handle customer complaints and coordinate with internal teams to resolve issues
- Identify process improvements and support ongoing optimisation initiatives
Sales & Operational Support
- Support customer visits, trade fairs, and sales initiatives when required
- Work closely with Supply Chain, Logistics, and Finance as a key interface
What We’re Looking For
- A strong team player with a positive, motivating approach to leadership
- Experience in customer service within a technical or industrial environment
- Solid commercial or technical background, with the ability to understand complex products
- Excellent communication skills in English (additional languages are a plus)
- Strong customer focus, with the ability to manage multiple priorities
- Good understanding of supply chain processes and operations
- Proficiency in ERP systems, Microsoft Office, and standard IT tools
- A proactive, structured, and detail-oriented working style
- High resilience, flexibility, and a ‘can-do’ mindset
- Ability to collaborate effectively with global internal and external stakeholders
Apply Now
If you're a driven customer service professional with leadership experience and a passion for delivering excellent service, we'd love to hear from you!
For further information, please contact [email protected]
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private medical insurance
Application question(s):
- Please confirm your renumeration expectations:
Work Location: Hybrid remote in Bicester OX26 4LA
