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Customer Service Team Lead

Charles Trent -
Poole

Quick apply

Job details

Full-time
£34,000 a year
2 days ago

Benefits

Company pension
Employee discount
Paid volunteer time

Qualifications

Customer service
Supervising experience
Leadership
Communication skills

Full job description

JD – Customer Service Team Lead

Purpose

Manage the day-to-day operations and performance of the After Sales function to deliver efficient, consistent, and commercially balanced resolution of customer issues. The role is responsible for protecting margin while maintaining customer trust, ensuring fair outcomes, reducing avoidable credit leakage, and driving continuous improvement in product quality, processes, and upstream decision-making.

Role Details

Location: Poole Site, BH12 – 5 days per week on-site
Salary: £34000 per annum
Working Hours: 37.5 hrs per week

Reporting Line: Sales Operations & After Sales Manager

Key Responsibilities

Manage day-to-day performance of the After Sales team, ensuring SLAs, quality, and customer experience standards are consistently met
Oversee the handling of returns, warranties, cancellations, and customer issues, ensuring timely and appropriate resolution
Ensure consistent and commercially sound decision-making aligned to company policies, balancing customer satisfaction with margin protection
Monitor credit volumes, root causes, and trends, taking action to reduce avoidable returns, refunds, and operational leakage
Work closely with Sales, Warehouse, and Operations teams to identify and resolve recurring issues and improve upstream quality
Own and contribute to the development of best practices, SOPs, and frameworks to drive consistency and efficiency
Support, coach, and develop team members to handle complex, high-value, and escalated cases effectively
Act as escalation point for challenging cases, ensuring fair outcomes and protecting brand reputation

Experience & Essential Skills

Proven experience managing or supervising a customer service, returns, or warranty function
Strong commercial awareness, with the ability to balance customer outcomes and margin protection
Excellent problem-solving skills with the ability to assess situations and make sound decisions quickly
Experience analysing data and trends to identify root causes and drive improvements
Strong leadership and coaching capability, with experience developing team performance
Excellent communication skills, both written and verbal, with ability to handle escalated customer interactions
High attention to detail and ability to manage multiple complex cases simultaneously
Confident working cross-functionally with Sales, Warehouse, and Operations teams
Proactive mindset with a focus on continuous improvement and operational efficiency

Benefits

Staff discounts on vehicle parts and discounted fuel
Health Cash Plan after probation
Critical Illness Cover and Death in Service
Family Day & Community Volunteer Day
Extra holiday after 3 years’ service
Increased pension contributions after 5 years

Quick apply

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