Customer Service Team leader

Dudley Full-Time No home office possible

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At Tosca, we’re not just leaders in reusables—we’ve been pioneering sustainable solutions for over 60 years. We empower our partners with tailored innovations that drive efficiency and sustainability while reducing environmental impact. If you’re passionate about sustainability and Customer Services, we invite you to join our team.

At Tosca, Customer Service is at the heart of our operational excellence and customer satisfaction.

As a Customer Service Team Leader, you will play a critical role in ensuring high-quality service delivery, leading a team of Customer Service professionals, and managing your own portfolio of clients in the UK and Ireland. You will act as an operational leader, organizing team workload, coaching individuals through weekly one-to-one sessions, and driving service consistency and customer satisfaction.

This role combines team leadership, performance monitoring, and hands-on customer relationship management. You will be the key contact for your team’s day-to-day activities while also building long-term client partnerships based on trust, responsiveness, and proactive support.

Key Responsibilities

Coach and support team members to meet service standards
Organize and balance workload to ensure continuity and reliability
Monitor KPIs and team performance through data and reporting
Manage a dedicated portfolio of UK customers with a hands-on, proactive approach
Oversee sales administration tasks including onboarding, invoicing, and order flow
Coordinate with internal teams such as Quality to ensure timely issue resolution
Identify process improvements and help implement practical solutions

Candidate Profile

Minimum of 5 years in a Customer Service role, with at least 3 years in a leadership or supervisory position
Strong communication and organizational skills
Proficient in Microsoft Office tools and familiar with Microsoft Dynamics and Teams
Fluent in English, both written and spoken
Analytical mindset, problem-solving approach, and ability to work under pressure
Strong collaboration skills and ability to represent the company with professionalism

Join Tosca and help us deliver operational excellence through leadership, customer focus, and service quality.

To apply, please submit your CV or reach out to learn more

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Customer Service
Industries

Transportation, Logistics, Supply Chain and Storage

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