We're supporting a well-established manufacturing business in Grantham looking for a Customer Service Team Leader to lead and develop their customer service team of four. This isn't just a management role - it's hands-on, strategic, and rewarding.
You'll get to know the business inside out, understanding the current workflows in Excel and Sage, and then - BOOM - you'll map out new processes, improve efficiencies, and train the team on how to do things "the new way".
The team isn't new - they've been there 2-10 years and a lot of what they know is in their heads. Your role is to capture that knowledge, process it, and get everything ready for a new CRM system coming in September 2026.
Day-to-day, you'll:
- Lead, coach, and develop a team of four experienced customer service professionals
- Do one-to-ones, performance reviews, and hands-on work when required
- Get stuck in with key accounts and customer queries alongside your team
- Implement KPIs, reporting, and improvements to drive performance
- Build processes and training guides to embed new ways of working
- Grow your role as the business grows, with the option to diversify the team in the future
This role comes with autonomy, variety, and real responsibility - you're not just a manager, you're a stakeholder in the business as an employee-owned company, so the rewards reflect your impact.
Who We're Looking For
- Proven experience implementing new processes and improving ways of working
- Strong people management skills - confident coaching and developing a team
- A hands-on approach - happy to get involved alongside your team when needed
- Experience with Excel, Sage, or similar systems
- The confidence to take ownership and make decisions
Working Hours
- Monday - Friday (flexible within core business hours)
- Business operates 8:30 - 5:30
Office-based in Grantham.
GRA2