Client Support Team Leader Job in Christchurch
Our successful client is a specialist product, fulfilment, and logistics business who helps their brands manage their operational requirements and deliver an excellent service to their customers. We are looking for a proactive, organised and people-focused team manager to lead the day-to-day running of their support team. This is a hands-on role, combining team leadership and development with direct responsibility for managing client enquiries and resolving operational issues.
- Salary: £32,000 per annum + annual bonus
- Working office-based Monday - Friday 8.30am - 5.30pm
- Parking onsite
- Annual leave
- Pension contribution
Duties and Responsibilities
- Lead, coach and develop two Brand Support Specialists, providing clear direction, regular feedback and ongoing support.
- Conduct regular one-to-one meetings, identify development needs and agree actions to improve individual and team performance.
- Manage daily workloads, priorities and team coverage
- Support recruitment, onboarding and training, helping team members build the knowledge and confidence to resolve enquiries effectively
- Oversee day-to-day enquiries, including order issues, goods-in, inventory, picking and packing, dispatch, returns, rework and standard reporting
- Work with Admin Support on order enquiries, tracking and collections, ensuring responsibilities are clearly understood across teams
- Take ownership of escalated client enquiries, investigating issues, coordinating actions and ensuring clients receive timely, clear updates
- Support the team with complex or sensitive conversations, helping them communicate professionally and confidently
- Build strong working relationships with clients and internal stakeholders, contributing to client meetings and service reviews where required
- Maintain consistent standards, record keeping, client updates and case closure
- Work closely with Warehouse Operations, Stock Management, Logistics, Technology, Finance, Rework, Admin Support and Account Management to resolve enquiries efficiently.
- Ensure clear ownership of issues between departments, with appropriate follow-up until a resolution is reached
- Contribute to a collaborative team culture focused on accountability, service quality and continuous improvement
Minimum Skills and Experience
- Experience in customer service, client support, brand support, order fulfilment or a similar operational environment
- Previous experience supervising, mentoring or leading a team, with the ability to motivate others and manage performance
- A hands-on approach, with the confidence to manage client enquiries and complex cases personally rather than relying solely on delegation
- Excellent written and verbal communication skills, with the ability to manage client expectations and handle difficult conversations professionally
- Strong organisational skills and the ability to prioritise competing demands in a busy environment.
- A proactive mindset, with an interest in improving processes, quality and the overall client experience.
- Experience in product, logistics, distribution, warehousing or fulfilment would be advantageous, particularly where you have worked with order management, stock queries, dispatch or delivery issues
Client Support Team Leader employer: Dovetail Recruitment Ltd
Join an established international packaging and design business in Purley, South London, where you will receive full training and support to kickstart your career as a German Speaking Project Executive. With a collaborative work culture, clear career progression opportunities, and the chance to work with major FMCG and retail brands, this role offers a meaningful pathway for growth while utilising your language skills in a dynamic environment. Embrace the opportunity to develop professionally in a supportive setting that values your contributions and fosters long-term career development.
