Customer Service Team Lead

About the role

The Customer Service Team Lead supports daily supervision of a busy customer service team within a fast‑paced Food Service/FMCG environment. You will ensure high standards of service, guide team members, and act as a key point of support for queries and process improvements.

Key responsibilities

• Support daily workflow management to maintain efficiency and high performance.
• Deputise for the Team Manager when required.
• Implement and uphold customer service procedures and standards.
• Process sales orders, credit notes, and customer queries accurately and promptly.
• Handle complaints and escalations, ensuring swift resolution.
• Maintain and update price lists, including promotional and key‑account pricing.
• Communicate stock availability to sales teams and customers.
• Build and maintain relationships with key accounts and independent customers.
• Liaise with sales, logistics, and marketing to ensure smooth operations.
• Monitor performance metrics such as response times and resolution rates.
• Identify improvement areas and support process enhancements.
• Assist in training, coaching, and onboarding new team members.
• Promote a positive team environment and high engagement.

Required profile

• Minimum 1–2 years’ experience in a customer service or supervisory role.
• Experience in Food Service/FMCG is advantageous.
• Strong interpersonal and communication abilities.
• Excellent organisational skills with attention to detail.
• Customer‑focused mindset with solid problem‑solving skills.

Required skills

• Experience using CRM systems.
• Proficiency in Microsoft Office.
• Familiarity with Sage 200 (beneficial).