Customer Service Team Leader

Location: Carlisle
Type: Full Time, Permanent
Salary: Up to £32,000 basic salary

We are recruiting for a Customer Service Team Leader to join a well-established and growing business. This is an excellent opportunity for a hands-on and proactive individual to lead a busy customer service team of 7 people while supporting the wider business in delivering an exceptional customer experience.

This is a fast-paced and varied role, suited to someone who enjoys leading from the front, improving processes, and building strong working relationships across departments. Overtime is available, alongside quarterly performance bonuses and an annual performance bonus.

Key responsibilities
• Overseeing the daily management, development, and support of the Customer Services team
• Supervising workloads and acting as the main escalation point for customer service issues
• Managing team attendance, performance, and day-to-day operational activities
• Supporting and developing team members through coaching and training
• Driving continuous improvement across customer service and administrative processes
• Delivering excellent customer service while balancing operational efficiency and costs
• Prioritising workloads and supporting the wider team to achieve departmental targets
• Building positive working relationships across the business and supporting colleagues where needed
• Liaising with suppliers regarding product enquiries and coordinating purchase and sales agreements
• Handling telephone enquiries, processing orders, and escalating issues where appropriate
• Proactively contacting customers in line with internal procedures
• Using customer feedback to improve service standards and support business improvements
• Ensuring compliance with company policies, health and safety procedures, and industry standards

About you
• Previous experience leading a team within a fast-paced customer service environment
• Excellent written and verbal communication skills
• Hands-on and proactive approach to work
• Strong organisational and multitasking abilities
• Ability to remain flexible and adapt to changing business demands
• Patient, approachable, and customer-focused mindset
• Confident IT user with experience using Microsoft Office packages
• Practical problem-solving skills and ability to make decisions effectively
• Experience using D365 or similar customer ordering systems would be beneficial

If this sounds like the right opportunity for you, apply today or contact the team at NXT Recruitment for more information.

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