Customer Service Team Lead in Hook

Working Hours: Full Time - 37.5 hours (8:30am - 4:30pm). The 8:30am start is non-negotiable.

Location: Office based - Hook, Hampshire

Salary: £34,000 per annum

Motohaus Powersports is one of the UK's most pro-active Motorcycle Accessory Distributors, responsible for promoting and distributing some of the industry's most innovative brands. An exciting opportunity has arisen within Motohaus Powersports for a new Customer Service Team Lead to join and shape our customer service team.

This is a hands-on, working team-lead position covering two distinct functions:

• Leading and delivering front-line customer service to both our B2B and B2C customers, with a strong and growing focus on AI-driven automation.
• Keeping order flow moving into the warehouse and managing backorders.

You will not simply oversee the team from a distance - you will be an active member of it, on the tools every day, while driving the standards and the automation that set the pace.

How Your Time Is Spent:

• 40% - Leading and working within the customer service team, personally answering inbound customer emails and phone calls for both B2B and B2C customers.
• 35% - Improving our Gorgias AI automation: building the knowledge base, testing and raising the automation rate.
• 10% - Managing order flow into the warehouse for the morning pickwaves.
• 10% - Arranging backorders for out-of-stock items sold to customers.
• 5% - Weekly management reporting to the Managing Director.

Responsibilities:

• Lead, mentor and motivate the customer service team while working as an active member of it, personally answering inbound emails and telephone calls for both B2B and B2C customers.
• Own and continuously improve our Gorgias AI customer service system, using AI tools (ChatGPT, Claude or Gemini) to synthesise data, update our knowledge base and test improvements that raise our automation rate.
• Handle escalated customer issues and ensure a satisfactory resolution.
• Act as the point of escalation for the customer service team when they need additional support.
• Monitor team performance against our KPIs, provide feedback, and conduct regular team meetings on best practice and expectations.
• Over time, develop the team from reactive service into proactive sales, converting new-customer inbound enquiries into first orders and driving sales, supported by an aligned incentive programme.
• Manage the flow of orders into the warehouse each morning so that pickwaves are ready for picking at 9:00am.
• Arrange backorders for out-of-stock items; our B2B customers order across our full product range and we do not always hold stock.
• Provide weekly KPI and management reporting to the Managing Director.
• Ensure compliance with company policies and procedures.

Key Performance Indicators (measured weekly):

• First-Time Response - speed of first reply
• One-Touch Ticket - resolving in a single interaction
• Gorgias AI Automation Rate - the share of contacts handled by AI

Success in this role means driving the AI Automation Rate upward while continuing to deliver against CSAT, First-Time Response and One-Touch Ticket.

Qualifications:

• Proven experience leading or supervising a customer service team, ideally across both B2B and B2C.
• Genuine comfort using AI tools (ChatGPT, Claude or Gemini) to synthesise data, build knowledge bases and test improvements; this is central to the role, not a nice-to-have.
• Confident on the telephone and motivated to turn inbound enquiries into sales.
• Strong communication and leadership skills, and the ability to think strategically and lead by example.
• Advanced troubleshooting and multi-tasking skills, and the ability to work under pressure.
• Proficiency with Microsoft Outlook and Shopify, and the ability to learn Gorgias and Linnworks (our inventory system) and other tools used within the business.
• Able to commit reliably to an 8:30am start every working day, which underpins the warehouse picking schedule.
• Knowledge of motorcycles or motorcycle apparel and accessories is a plus but not mandatory.

Competitive Salary: £34,000 per annum, offering fair compensation for the role.

Holiday: 28 days annual leave (including bank holidays), increasing by 1 day per year of service up to 5 additional days.

Working Hours: The position has regular working hours from 8:30 am to 4:30 pm, Monday to Friday.

Parking: Free on-site parking for employees.

Employee Discounts: You can enjoy discounts on Motohaus Powersports products, which is a great perk for motorcycle enthusiasts.

Quarterly Team Events: All colleagues are invited to regular events off-site.

The Practical Assessment:

This role is genuinely AI-forward, so we assess that ability directly rather than take it on trust. Shortlisted candidates will complete a hands-on, practical assessment - not a written test - as part of the interview process:

• Using an AI platform of your choice (ChatGPT, Claude or Gemini) on a paid account we provide, you will work with sample data and a selection of our real knowledge documents.
• You will be asked to improve and expand the knowledge base and to test those improvements.
• You will also be asked to draw meaning from a sample data set and present your findings to the Managing Director.

We are looking for someone who can do this now, to a high standard, and who will not need training on the fundamentals of using these tools.

This role offers a great opportunity for someone looking to be part of a successful and growing organisation in the motorcycle industry, and to make the customer service function their own.