Customer Service Lead

We’re recruiting for a Customer Service Lead to join a market‑leading provider of reusable packaging solutions within the European fresh supply chain. With an extensive network across 25 countries, the business is expanding its UK operations and requires an experienced leader to support the ongoing delivery of high‑quality service to customers across logistics, retail, transport, and production sectors. This role is perfect for a proactive, organised, and people‑focused professional who enjoys coordinating team activity, improving processes, and ensuring seamless customer experiences.

You’ll oversee day‑to‑day team operations, act as the first point of escalation for complex queries, and support key reporting and data analysis activities, while remaining hands‑on with core customer service tasks. Working in a fast‑paced environment, you’ll play a vital part in maintaining high standards, developing team capability, and ensuring operational excellence across all back‑end processes.

• Lead and support the Customer Service Team on a day‑to‑day basis.
• Plan team resources to ensure completion of tasks and small projects.
• Coordinate holiday and absence cover to maintain service continuity.
• Act as the first escalation point for complex queries and complaints.
• Monitor and report on departmental KPIs and SLAs.
• Lead department‑based projects and process improvement initiatives.
• Train, coach, and support team members, keeping accurate training records.
• Assist with maintaining documentation of policies, processes, and instructions.

• Serve as a main point of contact for customers via phone and email.
• Handle, resolve, log, and follow up on customer complaints.
• Manage customer onboarding and account creation in SAP, including credit checks and documentation.
• Ensure accurate account permissions and pricing configurations.
• Oversee blocked orders and follow up with customers on payments or credit requirements.
• Accurately manage supplier‑to‑retailer transactions and resolve discrepancies.
• Investigate order, invoice, and account issues in collaboration with operations teams.
• Complete all administrative tasks required to support customer activity.
• Carry out general office management responsibilities.

• Summarise and report on customer complaints and activity trends.
• Create and maintain reports and documentation using Excel.
• Update and manage internal Excel‑based tools.
• Analyse data to support complex customer queries and business reporting.

• Strong verbal and written communication skills.
• Advanced Excel skills and confidence using Microsoft Office.
• Minimum 2 years’ leadership or supervisory experience.
• Minimum 2 years’ customer service or administrative experience.
• Logistics or supply chain experience (desirable).
• Highly organised, analytical, and able to perform under pressure.
• Customer‑focused with a proactive, problem‑solving mindset.

• Monday–Friday working pattern.
• 25 days holiday + birthday off.
• Private medical insurance.
• Employee discounts programme.
• Employee Assistance Programme (EAP) offering free mental health, legal, and financial support.

If you’re an experienced customer service professional with strong leadership skills and a passion for delivering operational excellence, we’d love to hear from you.