The Customer Service Team Leader plays a critical role in delivering an exceptional customer experience and ensuring operational discipline across all customer service activity. The role combines:
Leadership & coaching
Escalation ownership & customer outcome management
Process, SLA, and quality control
Plus a proportion (~20–30%) of hands‑on operational work to stay close to day‑to‑day realities.
The Team Leader will help build a high‑performing, empowered team that delivers responsiveness, accuracy, First Contact Resolution, and supports on‑time-to-Promise (OTTP) outcomes.
Goodfellow’s Customer Service function is growing alongside the wider Group, and we’re committed to developing our people as it does. This role offers a genuine platform to build leadership experience, with scope, progression and reward reviewed together as responsibility grows.
Key Responsibilities
- Delivering team performance through people.
- Build a capable, motivated team using coaching, development plans, and regular 1:1s.
- Manage the conduct and behaviour of the department in line with company expectations.
- Own the operational cadence of team meetings & reviews.
- Support succession planning, including onboarding and coaching of new hires.
- Model excellent service standard by maintaining a share of daily workload.
- Build relationships with customer service colleagues and leaders in other Goodfellow Group locations, broadening your exposure and profile as the wider function develops.
- Own customer outcomes & support escalations
- Act as point of escalation for customer issues, complaints, and internal process barriers.
- Ensure SLA performance through proactive prioritization and risk management.
- Co-ordinate with stakeholders across the business to resolve issues early and clearly.
- Drive Process discipline, measurement, and continuous improvement
- Create, and maintain adherence to SOPs for high frequency and/or high value departmental processes.
- Lead a structured approach to continuous improvement within the department.
- Champion adoption of internal tools to support automation and streamlining of processes.
- Work with the team to identify recurring issues and work cross functionally to develop systemic fixes
- Get involved in projects that shape how customer service is structured and delivered across the wider Goodfellow Group
Key Requirements
Experience in a customer service environment
Strong written and verbal communication skills
Demonstrated ability to coach, influence, and support others
Competent with core IT systems (D365, MS Office, Salesforce desirable)
Strong problem solving capability & judgement in complex environments
Able to manage workloads, SLAs, and internal/external priorities
Previous leadership, mentor, or senior agent experience
Exposure to SLA-based operations
Understanding of order to cash cycle and order fulfilment
Familiarity with AI-assisted workflows or process automation.
Experience working across multiple sites, teams, or business units
An interest in taking on broader scope and responsibility as the team and structure evolve
Development
We’re committed to developing our people. This is a role with real scope to grow: as Goodfellow’s Customer Service function expands across our sites, we’ll invest in the right person’s leadership development, and review scope, career progression and reward together as responsibility increases.
Salary & Benefits
- Competitive salary, dependent on experience.
- 22 days Annual Leave rising to 25 days
- Flexible working arrangements, where applicable, to support work-life balance
- Enjoy company-funded private healthcare, giving you peace of mind and access to quality care. Please note that employees are responsible for any applicable tax
- Generous company pension scheme with a 5% employer contribution to help you plan for a secure future
- Comprehensive protection with Critical Illness and Life Assurance cover, giving you and your loved one’s peace of mind
- Company Sick Pay scheme available, inclusive of Statutory Sick Pay, to support you during periods of illness
- Employee Assistance Programme (EAP) for mental health and wellbeing support
- Professional development opportunities, where applicable, including training and support for qualifications
- Onsite car parking and complimentary refreshments
- Plus a programme of social events during the year.
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