Customer Service Team Leader
Location: Skegness, Lincolnshire
Company: DoughGirl & The Chuckling Cheese Company
Reports To: Head of People & Company Directors
About Us
DoughGirl and The Chuckling Cheese Company are two fast-growing, customer-focused brands dedicated to delivering exceptional products and experiences. From indulgent cookies and cookie pies to award-winning cheeses and gourmet gifts, our customers are at the heart of everything we do.
We are looking for an enthusiastic, organised and customer-focused Customer Service Team Leader to lead our customer service function across both brands, ensuring every customer receives outstanding support and a first-class experience.
The Role
As Customer Service Team Leader, you will be responsible for overseeing the day-to-day operations of the customer service department, leading and developing the team whilst maintaining exceptional service standards across multiple sales channels including our websites, retail stores, marketplaces and social media platforms.
You will act as the key point of escalation for customer enquiries and work closely with other departments to continuously improve the customer journey.
Key ResponsibilitiesTeam Leadership
- Lead, motivate and support the Customer Service Team.
- Conduct regular one-to-one meetings and performance reviews.
- Assist with recruitment, onboarding and training of new team members.
- Create a positive, customer-focused culture.
- Manage team rotas and ensure adequate customer service coverage.
Customer Experience
- Ensure all customer enquiries are handled professionally, efficiently and within agreed service levels.
- Manage escalated customer complaints and complex cases.
- Monitor customer feedback and identify opportunities for improvement.
- Drive customer satisfaction and retention across both brands.
- Ensure a consistent brand experience across all customer touchpoints.
Operational Management
- Oversee customer communications via email, telephone, live chat, social media and online marketplaces.
- Monitor and report on customer service KPIs and team performance.
- Identify trends in customer enquiries and recommend process improvements.
- Work closely with production, dispatch, marketing, sales and retail teams to resolve issues quickly.
- Assist in developing customer service procedures and best practices.
Administration & Reporting
- Produce regular customer service reports and performance updates.
- Maintain accurate customer records and case management systems.
- Ensure compliance with company policies and relevant legislation.
- Support wider business projects and initiatives when required.
Skills & ExperienceEssential
- Previous experience in a customer service supervisory or team leader role.
- Strong leadership and people management skills.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and decision-making abilities.
- Highly organised with excellent attention to detail.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Strong IT skills including Microsoft Office and customer service systems.
Desirable
- Experience within e-commerce, retail, food manufacturing or FMCG environments.
- Experience working with Shopify, marketplace platforms or CRM systems.
- Knowledge of customer service performance metrics and reporting.
Personal Attributes
- Passionate about delivering exceptional customer experiences.
- Positive and approachable leadership style.
- Proactive and solutions-focused mindset.
- Resilient under pressure.
- Strong team player with the ability to build relationships across departments.
- Committed to continuous improvement.
What We Offer
- Competitive salary.
- Staff discounts across DoughGirl and The Chuckling Cheese Company products.
- Opportunities for career progression and development.
- Supportive and collaborative working environment.
- The opportunity to play a key role in two exciting and growing brands.
Working Hours
Full-time position. Flexibility may be required during peak trading periods, weekends and seasonal events.
How to Apply
If you are passionate about customer service and enjoy leading teams to deliver outstanding customer experiences, we'd love to hear from you.
Pay: £29,640.00 per year
Benefits:
- Casual dress
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
