At a Glance
- Tasks: Lead a dynamic Customer Service team and enhance customer experiences.
- Company: Join Henkel, a global leader in adhesives with a focus on innovation.
- Benefits: Enjoy flexible work hours, competitive salary, and generous leave policies.
- Other info: Great opportunities for career growth and personal development.
- Why this job: Shape the future of customer service with digital tools and AI innovations.
- Qualifications: 3-6 years in customer service or related fields with leadership experience.
The predicted salary is between 37800 - 46200 £ per year.
About this Position
We are looking for a motivated, customer-focused, and future-ready Team Leader to lead our Customer Service team within the Adhesives business.
Supporting industrial and manufacturing customers, you will be responsible for delivering an outstanding customer experience while ensuring efficient Order-to-Cash operations.
You will lead and develop a high-performing team, drive service excellence, and work closely with Sales, Supply Chain, Marketing, Co E, and GBS+ stakeholders.
We are seeking a leader who embraces continuous improvement, digital innovation, and AI-enabled ways of working, while building a culture of accountability, collaboration, and customer focus.
- What you´ll do
- Lead, coach, and develop the CSX team to deliver an exceptional end-to-end customer experience.
- Oversee Order-to-Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to drive performance.
- Manage customer escalations and support the resolution of complex supply, commercial, and application-related issues.
- Build strong customer relationships and use Voice of Customer insights to improve service delivery.
- Collaborate with Sales, Marketing, Supply Chain, Co E and GBS+ teams to ensure customer commitments are met.
- Drive continuous improvement by identifying opportunities to simplify processes and improve efficiency.
- Champion the adoption of digital tools, automation, and AI-enabled solutions.
- Ensure accurate CRM and customer data management.
- Foster a culture of innovation, learning, and adaptability.
- Manage team performance, capability building, resource planning, and employee development.
- Ensure compliance with corporate, sustainability, and SHE standards.
- What makes you a good fit
- 3-6 years' experience in Customer Service, Supply Chain, Sales Support, or a related field
- Recent people leadership experience within the last 5 years, with a proven ability to coach and develop high-performing teams.
- Experience supporting industrial, manufacturing, B2B, or technical customers.
- Strong customer-centric mindset with excellent communication and stakeholder management skills.
- Demonstrates a future-ready approach, with an interest in digital technologies, automation, AI, and data-driven decision making.
- Driven, proactive, and results-oriented, with the ability to make sound decisions and take ownership.
- Collaborative and resilient, able to manage competing priorities in a fast-paced environment.
- Knowledge of Order-to-Cash processes and CRM/ERP systems, ideally Salesforce Service Cloud and SAP.
- Comfortable using KPIs, dashboards, and performance metrics to drive improvement.
- Strong planning, organisational, and leadership skills.
- Experience leading transformation, process improvement, or automation initiatives is advantageous.
We are committed to developing future leaders.
This role offers opportunities to grow your leadership capabilities, gain cross-functional exposure, and contribute to digital transformation, continuous improvement, and AI-enabled innovation.
It provides a strong platform for building a long-term career within a global organisation that values learning, collaboration, and growth.
- Some perks of joining Henkel
- Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
- Diverse national and international growth opportunities
- Global wellbeing standards with health and preventive care programs
- Gender-neutral parental leave for a minimum of 8 weeks
- Employee Share Plan with voluntary investment and Henkel matching shares
- Performance bonus / incentives
- Competitive Pension & Life Assurance - Company contributes up to 10% of basic salary
- Annual Leave: 27 days plus 8 Bank Holidays
- Celebration vouchers
At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences.
We believe the uniqueness of all our employees is the power in us.
Become part of the team and bring your uniqueness to us!
We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.
Team Leader – Customer Service & Operations in Hemel Hempstead employer: Henkel
Henkel is an exceptional employer that values diversity and inclusivity, offering a flexible work scheme and a hybrid model that allows employees to balance their professional and personal lives effectively. With a strong focus on employee growth, Henkel provides numerous opportunities for advancement, competitive benefits including a generous pension plan, and a supportive work culture that celebrates the uniqueness of every individual. Join us in our vibrant location where your contributions will be recognised and rewarded, making a meaningful impact in the finance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader – Customer Service & Operations in Hemel Hempstead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Henkel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Henkel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader – Customer Service & Operations in Hemel Hempstead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Henkel:Your cover letter is your chance to shine! Tell us why you want to work at Henkel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Henkel!
How to prepare for a job interview at Henkel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
