Customer Service Team Leader
Hybrid working - 3 days on site
£55,000 - £60,000 plus bonus

Are you a dynamic, motivated and ambitious leader with a passion for delivering outstanding customer service? Our client is looking for an experienced Customer Service Team Leader to join a fast-paced and collaborative operations team.

In this role, you’ll support the Customer Service Manager in driving service excellence and operational efficiency across the full Order-to-Cash process. You’ll lead a team of dedicated customer service associates, coaching and empowering them to deliver exceptional results and a first-class B2B experience for every customer.

The successful Team Leader will work on a hybrid basis with 3 days a week being on site in Maidenhead, with shifts falling between 8am – 5pm. There is also a requirement to work in Oxfordshire once a month, expenses paid.

Customer Service Team Leader key responsibilities:
*Lead, develop, and motivate the Customer Service team to achieve service excellence and continuous improvement.
*Ensure all customer service processes are followed and customer satisfaction remains a top priority.
*Manage day-to-day order processing (Manual, EDI, Esker) ensuring timely dispatch and delivery.
*Act as the first point of escalation for customer complaints and complex service issues, driving swift resolution and root cause analysis.
*Liaise closely with Supply Chain, Logistics, and 3PL partners to drive service performance and resolve issues efficiently.
*Monitor and improve key service metrics including CXSL, CSL, and Perfect Order Rate (90%+ target).
*Support key supply chain improvement initiatives in line with business goals.
*Lead system and process improvements, including SAP, EDI, and Esker enhancements.
*Ensure all customer service procedures and policies are compliant, efficient, and continuously optimized.
*Collaborate cross-functionally to enhance supply chain efficiencies and cost-to-serve performance.

About You:
*Minimum of 5 years’ experience in a customer service leadership role.
*Strong people management skills with a focus on coaching and development.
*In-depth understanding of the Order-to-Cash process.
*Highly proficient in SAP with solid experience in customer service operations.
*Strong analytical and reporting skills, especially in Excel.
*Excellent communication and stakeholder management abilities.
*Experience managing 3PL relationships and driving logistics performance.
*Exposure to EDI systems (Esker would be ideal).

Desirable Skills:
*Experience in the FMCG sector.

Benefits:
*Strong pension
*Free gym
*Private medical insurance
*Death in service
*Well-being extra

This is a fantastic opportunity to make a real impact in a business that values innovation, collaboration, and professional growth. You’ll be part of a supportive team committed to operational excellence and delivering value to customers and stakeholders alike. Contact Tim Campion on (Monday to Friday, 9am - 5:30pm) or email for more information.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.