Customer Service Team Leader

Customer Service Team Leader
Location: Leicester
Salary: Up to 40,000 per annum
Contract: Permanent, full-time (37.5 hours, Monday-Friday)

A leading international engineering and manufacturing group with a long-standing presence in Leicester is seeking an experienced Customer Service Team Leader to manage a small but busy team within their customer operations function. This is an exciting opportunity to join a world-class organisation supplying vibration control and precision-engineered products across multiple industries, including automotive, rail and industrial markets.

The Role
You'll be responsible for leading, coaching and developing a team of four Customer Service professionals, ensuring that all customer orders and enquiries are handled accurately, efficiently, and with exceptional service. Working closely with supply chain, production, and commercial teams, you'll be the central link between customers and internal operations - driving communication, problem resolution and continuous improvement.

Key Responsibilities
Lead, motivate and develop the Customer Service team to achieve departmental targets.
Manage order entry, processing, and order book monitoring to ensure timely fulfilment.
Build strong operational relationships with key customers through proactive communication and problem-solving.
Collaborate with Supply Chain, Sales, and S&OP teams to forecast and resolve delivery challenges.
Manage customer portals (such as SupplyOn) and maintain accurate data and documentation.
Support finance with invoice queries, credit/debit notes, and proactive communication on blocked deliveries.
Lead root-cause reviews following delivery or service issues, implementing "lessons learned" improvements.
Ensure compliance with export, customs and quality requirements for all customer deliveries.
Monitor customer KPIs and contribute to continuous improvement initiatives across the department.

About You
You'll be a confident communicator and natural leader with a solid background in customer service or supply chain, ideally within a manufacturing or engineering environment. You know how to manage people, systems and process flow to deliver exceptional results.

Requirements:
Degree qualified (or equivalent experience through a proven track record).
Minimum 5 years' experience in Customer Service, Supply Chain or similar function.
Demonstrated experience in people management and process improvement.
Proficient in ERP systems (preferably M3) and Microsoft Office, particularly Excel.
Excellent written and verbal communication skills.
Organised, proactive, and detail-oriented with a problem-solving mindset.
Business fluent in English; additional languages an advantage.

What's on Offer
Up to 40,000 per annum.
25 days annual leave plus bank holidays
10% discretionary bonus (up to 20% maximum).
Free onsite parking and EV charging.
Subsidised canteen.
Employee Assistance Programme and wellbeing portal.
A supportive, collaborative working environment with real career development potential.

This is a site-based role in Leicester, with occasional international travel if required.

If you're a driven and people-focused professional with a passion for service excellence and operational efficiency, we'd love to hear from you.

Barker Ross Group values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.