Customer Service Team Leader

My client is a leading provider of high-quality print solutions, known for our commitment to innovation, precision, and exceptional customer service. They work with clients across a range of industries, delivering everything from bespoke work and labels to large-format print and commercial materials.

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Role Overview

We’re looking for an experienced and motivated Customer Service Team Leader to help oversee our customer service team and ensure the smooth, efficient handling of all client orders and enquiries. This is a hands-on role, perfect for someone who thrives in a fast-paced production environment and takes pride in delivering an outstanding customer experience.

You will report into the Customer Service Manager who has been in the business for a long time and you’ll lead a small team of customer service representatives, acting as the bridge between clients, production, and sales — ensuring that communication is clear, deadlines are met, and quality expectations are exceeded.

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Key Responsibilities

• Lead, motivate, and support the customer service team to deliver exceptional service and meet departmental KPIs.

• Oversee the end-to-end order process — from quotation and job setup to delivery and invoicing.

• Build and maintain strong relationships with key clients, acting as an escalation point for complex or urgent issues.

• Collaborate closely with production, planning, and sales teams to ensure accurate and timely communication.

• Monitor team performance, provide regular feedback, and identify training or development needs.

• Implement process improvements to enhance efficiency and customer satisfaction.

• Handle customer complaints and resolve issues quickly and professionally.

• Prepare reports on customer service metrics, order accuracy, and team performance.

• Support the onboarding and training of new team members.

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Skills & Experience Required

• Proven experience in a customer service or account management role, ideally within printing, packaging, or manufacturing.

• Previous leadership or supervisory experience (formal or informal).

• Excellent communication and problem-solving skills.

• Strong organisational skills with the ability to manage multiple priorities under pressure.

• Knowledge of MIS/order management systems used in the print industry (e.g., Tharstern, EFI, PrintIQ) is highly desirable, but not essential.

• A positive, proactive attitude and a genuine passion for delivering great customer experiences.

• Competent in Microsoft Office (Word, Excel, Outlook).

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What We Offer

• Competitive salary and benefits package.

• Opportunity to develop within a growing and forward-thinking business.

• Supportive, collaborative team culture.

• Training and development tailored to your career goals.

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