Customer Service Team Leader

Customer Service Team Leader – Join Our Growing Team!

Salary: Competitive

Hours: 39 hours per week (Monday to Friday)

Location: Telford

Are you ready to take the next step in your career at Luceco Group?

We’re offering an exciting internal opportunity for a motivated and organised Customer Service Team Leader to support the day-to-day operations of our Customer Service Team.

In this role, you’ll be instrumental in driving customer excellence, supporting team development, and ensuring continuous improvement across all service channels. You’ll work closely with the Customer Service Manager to lead by example, manage performance, and ensure the team delivers a high standard of service to both customers and the Sales Team.

What’s in it for you?

· Competitive Salary

· Performance Bonus

· Holiday Benefits: 25 days holiday + public holidays, with a holiday buying scheme

· Wellbeing Perks: Health & wellbeing programme and life insurance

· Financial Security: Financial planning services

· Employee Discounts

Your Key Responsibilities:

· Resolve product or service issues by clarifying complaints, identifying root causes, and implementing effective solutions

· Conduct monthly 1-2-1 meetings with team members to review KPIs and performance

· Ensure timely release of orders for picking in line with SLAs

· Collaborate with internal departments and the external sales team to meet customer needs

· Drive improvements in customer service processes across all business channels

· Provide training and coaching to support team development and high performance

· Build and maintain strong customer relationships at all levels

· Ensure accurate reporting using appropriate tools and methods

· Maintain up-to-date records for holidays, sickness, and other administrative tasks

· Perform any other duties necessary for the success of the team and business

What We’re Looking For:

· Organised with strong attention to detail

· Confident in training and explaining best practices

· Excellent communication skills

· Commercially aware and customer-focused

· Assertive and capable of addressing performance issues

· A team player who thrives under pressure

· Able to follow instructions and lead by example

If you are passionate about leading a team towards excellence in customer service and possess the required skills, we invite you to apply for this exciting opportunity as a Customer Service Team Lead.