Posted 2 weeks ago

Customer Support Team Leader

Salary: Negotiable DOE + Up to 6% Pension Scheme + Private Medical Cover + Medicash Scheme + 25 Days Holiday + 8 Bank Holidays + Buy or Sell 5 Holidays + Cycle to Work Scheme + Profit Share Scheme + Shares

Location: Office based in Over, Cambridge

The requirements of the Customer Support Team Leader:

  • In order to be considered for the Customer Service Advisor role, you must have experience in managing people/ a team, you could be working within any industry and ideally you will have previous Customer Service/ Support experience
  • Ideally you will be working within a high volume customer driven environment (incoming/ outgoing calls and associated admin/ paperwork, retail etc.)
  • Other qualifications or previous experience which meets the specification of the job description would be an advantage but not required i.e. knowledge of: SAP Business One, dangerous goods shipping, or experience in a B2B/ B2C environment
  • As the Customer Service/ Support Team Leader, you must hold a full UK driving licence as my client’s offices are unreachable by public transport

The role of the Customer Support Team Leader:

  • This is a hands on team leader role where the person will be not only be expected to lead by example with the normal daily work activities but also provide the day to day management & motivation of the customer support team (4 full time and 4 part time customer service team members – direct reports), the facilitation of priorities to ensure that the team meet the key measures agreed, the identification of training & improvement opportunities and the general development / wellbeing of the team.
  • Motivate the customer support team to continuously improve the overall quality and service levels by showing where opportunities to improve exist and then putting plans into action to affect them
  • Run regular team reviews that encourage team communication and team development
  • Monitor and help the team to prioritise the demands of the function to ensure that we improve the overall customer service levels
  • Identify skills shortages or training needs for both the individuals and team
  • Oversee the management of customer issues and complaints, acting as the point of contact for escalated issues and ensuring appropriate corrective actions are instigated as required
  • Work with the management team to ensure that we develop the individuals through challenging projects
  • Develop training guides to aid the induction of new staff and standardise working
  • Provide support to tender submission project teams
  • Work with the management team to review, set and monitor suitable and meaningful performance measures
  • Represent the customer support function at any required business meetings as and when required

My Client & Opportunity:

  • My client is one of the market leading manufacturers and distributors within the life sciences industry who have an exciting and innovative product portfolio of laboratory products, instrumentation and consumables that are outsourced to the end users in the; Academia, R&D, Bio Tech & Industrial sectors.
  • Over the last 60 years they have built an outstanding reputation and they have secured the trust of over 600 manufacturers to be the face for the sale of their products
  • This is an exciting opportunity for a motivated individual to make a real impact on the customer support team, with opportunities to progress in the future within the company in a variety of other roles/ more responsibilities

Apply today by sending your word CV to Ben Atherton of Langton Howarth Ltd via email to or call Ben in confidence right now for more information on 0113 243 3499.

In order to be considered you must have full right to work in the UK

Langton Howarth also operates a recommend a friend referral scheme. So, if you know someone who could be good for this job, email your nominated candidate’s name and contact details in confidence via email too, and we’ll ensure you receive £100.00 of vouchers from a high street retailer of your choice once we have successfully placed the person referred by you.

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