Customer Service Team Lead

JD - Customer Service Team Lead

Purpose

Manage the day-to-day operations and performance of the After Sales function to deliver efficient, consistent, and commercially balanced resolution of customer issues. The role is responsible for protecting margin while maintaining customer trust, ensuring fair outcomes, reducing avoidable credit leakage, and driving continuous improvement in product quality, processes, and upstream decision making.

Role Details

Location: Poole Site, BH12 - 5 days per week on-site
Salary: £34000 per annum
Working Hours: 37.5 hrs per week

Reporting Line: Sales Operations & After Sales Manager

Key Responsibilities

• Manage day-to-day performance of the After Sales team, ensuring SLAs, quality, and customer experience standards are consistently met
• Oversee the handling of returns, warranties, cancellations, and customer issues, ensuring timely and appropriate resolution
• Ensure consistent and commercially sound decision making aligned to company policies, balancing customer satisfaction with margin protection
• Monitor credit volumes, root causes, and trends, taking action to reduce avoidable returns, refunds, and operational leakage
• Work closely with Sales, Warehouse, and Operations teams to identify and resolve recurring issues and improve upstream quality
• Own and contribute to the development of best practices, SOPs, and frameworks to drive consistency and efficiency
• Support, coach, and develop team members to handle complex, high value, and escalated cases effectively
• Act as escalation point for challenging cases, ensuring fair outcomes and protecting brand reputation

Experience & Essential Skills

• Proven experience managing or supervising a customer service, returns, or warranty function
• Strong commercial awareness, with the ability to balance customer outcomes and margin protection
• Excellent problem solving skills with the ability to assess situations and make sound decisions quickly
• Experience analysing data and trends to identify root causes and drive improvements
• Strong leadership and coaching capability, with experience developing team performance
• Excellent communication skills, both written and verbal, with ability to handle escalated customer interactions
• High attention to detail and ability to manage multiple complex cases simultaneously
• Confident working cross functionally with Sales, Warehouse, and Operations teams
• Proactive mindset with a focus on continuous improvement and operational efficiency

Benefits

• Staff discounts on vehicle parts and discounted fuel
• Health Cash Plan after probation
• Critical Illness Cover and Death in Service
• Family Day & Community Volunteer Day
• Extra holiday after 3 years' service
• Increased pension contributions after 5 years