At a Glance
- Tasks: Lead and motivate a customer service team to deliver exceptional service and drive sales growth.
- Company: Join Macfarlane Packaging, a stable and evolving company with a collaborative culture.
- Benefits: Enjoy a competitive salary, flexible benefits, and up to 27 days holiday.
- Other info: Opportunities for development and progression within a supportive workplace.
- Why this job: Shape your career in a fast-paced environment focused on customer satisfaction and continuous improvement.
- Qualifications: Experience in leading customer service teams and a strong understanding of sales operations.
Location: Tilehurst, Reading
Package: Basic salary up to £40,000 (dependent on experience) plus bonus/OTE and flexible benefits package including up to 27 days holiday (plus additional annual leave purchasing scheme)
Hours: Full time (37.5 hours) Monday to Friday
Sector: Packaging Distribution
Protecting what matters, together. We're dedicated to protecting what matters most - our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can unpack a career that grows.
The Customer Service Team Leader Role:
This is a key leadership role within one of our packaging distribution operations. You will lead, develop and motivate our local office based team, ensuring exceptional customer service, strong commercial performance and effective day-to-day sales office supervision. You will be responsible for driving sales growth across existing accounts, maximising quotation conversion, identifying new opportunities and ensuring the team consistently delivers against agreed targets. Working closely with external sales executives, operations and logistics colleagues, you will help create a high-performance culture focused on customer satisfaction, profitability and continuous improvement.
What you will bring:
- Previous experience leading, coaching and developing an office based customer service and/or internal sales team
- A strong understanding of customer service and sales office operations, customer account management and commercial decision-making
- Experience setting objectives, monitoring performance and driving continuous improvement
- The ability to motivate teams to achieve sales, margin and service targets
- A track record of building strong customer relationships and identifying opportunities to grow account spend
- Confidence handling customer escalations and resolving issues professionally
- Experience supporting and working alongside field-based sales colleagues
- Strong commercial awareness and the ability to balance customer satisfaction with profitability
- Excellent communication, organisation and people management skills
- Strong IT capability, including CRM systems and Microsoft Office applications
*Knowledge of packaging products or experience within the packaging sector would be advantageous but is by no means essential.
What you will get:
- 25 days annual leave (rising to 27 days with service) plus all public/bank holidays
- Additional Holiday Purchasing Scheme (run annually)
- Contributory pension scheme
- Free parking at the majority of our site locations
- Annual paid volunteering day
- Company car or cash allowance for qualifying roles
- Employee Assistance Programme
- Extensive training, development and progression opportunities
- Employee discount scheme
- Simply Health/Dental Cover option or BUPA cover for qualifying roles
- Enhanced HR policies relating to employee rights and entitlements
- Long service awards
- Charitable giving options
- Financial support with eye tests and prescription glasses for DSE users
- EE Mobile discount scheme
- Candidate referral scheme
Your future with us:
Here at Macfarlane Group, you have the opportunity to shape your own career. As a large national business, internal progression and mobility are key parts of our success. Through structured development pathways, leadership programmes and recognised external training, we support colleagues to achieve their full potential and progress their careers.
How to apply:
We are working swiftly to find the best applicants and hope to hold local interviews ASAP. Please click 'apply' to submit your up-to-date CV. All applications will be acknowledged. If you haven't heard from us within 2-3 weeks, please assume your application was unsuccessful. We welcome and encourage applications from people of all backgrounds irrespective of age, gender, disability, race, nationality, ethnicity, gender expression, religion or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly. No recruitment agencies please.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Macfarlane Packaging. 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 Macfarlane Packaging 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 Customer Service Team Leader
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 Macfarlane Packaging:Your cover letter is your chance to shine! Tell us why you want to work at Macfarlane Packaging 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 Macfarlane Packaging!
How to prepare for a job interview at Macfarlane Packaging
✨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.
