Customer Service Team Leader

Job Title

Customer Service Team Leader

Location

Watson Marlow Fluid Technology Solutions, Cardrew Industrial Estate

Location Type

On-Site

Website

https://www.wmfts.com/en/

Group

https://www.spiraxgroup.com/

Watson-Marlow Fluid Technology Solutions is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

When you join us, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. Visit our website to learn more.

Job Summary

We are seeking a talented and motivated Customer Service Team Leader to join our dynamic team.

Key Responsibilities

• Lead and manage the daily operations of the Customer Services team across both the Cardrew and Falmouth sites.
• Supervise, mentor, and support team members to ensure consistent delivery of excellent customer service.
• Monitor individual and team performance against key metrics, implementing strategies to drive improvement where required.
• Champion EHS by setting the standard, driving a positive safety culture, and ensuring the workplace remains safe, healthy, and compliant at all times.
• Handle escalated customer queries and issues promptly, ensuring a positive outcome and high levels of customer satisfaction.
• Collaborate closely with internal departments including Sales, Operations, Logistics, and Finance to ensure efficient order processing and issue resolution.
• Support the Client Services Manager in developing and implementing service strategies that align with business objectives.
• Conduct regular team meetings, performance reviews, and one-to-ones to maintain team engagement and alignment with goals.
• Champion a culture of continuous improvement, identifying and implementing process enhancements to improve efficiency and service quality.
• Ensure adherence to company policies, procedures, and compliance requirements.
• Assist with training and onboarding of new team members.
• Maintain accurate records of customer interactions and activities using CRM and ERP systems.
• Provide cover and support for other team members during absences or peak periods.

Who you’ll be working with

• Daily interaction within an open office with customer services colleagues.
• Line management duties for half of the customer service team.
• Interaction with the logistics team ensuring shipments are on track for due dates.
• Production teams (tubing/pumps) aligning daily priorities.
• Providing critical priority information to Operations, Supply Chain and General Manager SLT functions.
• Communicating with our internal sales offices ensuring queries and potential issues are dealt with effectively.
• Daily interaction with internal and external freight management departments/companies.

Skills/Experience

Essential

• Proven experience as a customer service professional.
• Experienced People Manager with a passion for developing talent and creating opportunities for learning and development.
• High standard of interpersonal and communication skills, both written and verbal, with proven ability in communicating at all levels.
• Demonstrable ability to lead, motivate and develop a team.
• Demonstrable problem-solving skills with a customer-centric approach.
• Proficient in the use of CRM and ERP systems including MS Office applications.
• Highly organised with the ability to prioritise tasks and work under pressure.
• A proactive and hands-on approach to leadership.
• Willingness to travel between the Cardrew and Falmouth sites as required.

Desirable

• Experience within a manufacturing, fluid technology, process, or related industries.
• Knowledge of Lean or continuous improvement methodologies.
• Formal qualification in customer service or management.

Benefits

• A competitive salary
• Flexible working arrangements
• A generous holiday allowance
• Three days’ paid volunteering leave
• Life assurance
• Additional support and benefits through our Everyone is Included Group Inclusion Plan

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. We support teams and build strong relationships across backgrounds, ages, genders, and all aspects of diversity. We will consider flexible working requests.

We have introduced a range of additional benefits through our Group Inclusion Commitments, including gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for pregnancy loss or domestic abuse, menopause-friendly workplace principles, and more.

Learn more at spiraxgroup.com/inclusion.

We are a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form. We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We encourage candidates from all backgrounds to apply. If you require accommodations during the application process, please let us know.

Company Overview

At Watson-Marlow Fluid Technology Solutions, part of Spirax Group, we are driven by innovation and dedicated to creating an inclusive workplace where everyone is empowered to make a difference. We are a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries.