Customer Service Team Leader
Location: Newcastle
Salary: Up to £45,000 DOE
We are recruiting on behalf of an established printed-packaging manufacturer for an experienced Customer Service Team Leader. This is a hands-on position combining the management of key customer accounts with the day-to-day leadership and development of a customer service team.
The successful candidate will help maintain a consistently high standard of service, strengthen internal processes and ensure customer requirements move smoothly through estimating, job creation, planning, production, finance and commercial teams.
The role

- Lead and support the customer service team across daily activities, priorities and workload.
- Manage a portfolio of key customer accounts, building strong relationships and providing a responsive, dependable service.
- Handle customer enquiries, complaints and commercial or costing queries accurately and efficiently.
- Coach team members on procedures, product knowledge, communication and customer-service best practice.
- Monitor performance against agreed KPIs and service standards, addressing issues and identifying opportunities for improvement.
- Promote consistent ways of working and ensure Standard Operating Procedures are followed.
- Provide practical support on technical, account and process-related queries.
- Work closely with internal departments to maintain an efficient end-to-end workflow and meet customer expectations.
- Maintain accurate records and support a clean, organised and safe working environment.

 
The candidate

- Previous customer service experience within print manufacturing; experience in cartons or printed packaging would be particularly advantageous.
- Experience supervising, coaching or supporting the development of colleagues.
- A proven background in managing or supporting key customer accounts.
- A good understanding of customer-service processes, KPIs and complaint resolution.
- Strong organisational, communication and problem-solving skills.
- The confidence to guide colleagues on processes and product-related queries.
- A proactive, approachable and solutions-focused leadership style.
- Excellent attention to detail and a genuine commitment to high service standards

 
This position offers the opportunity to combine customer account ownership with team leadership in a busy manufacturing environment. It would suit someone who enjoys being close to customers and operational delivery, while also helping colleagues develop and improving the consistency of the wider customer-service function.
 
Ref: 1705603