Customer Service Team Leader

Location: Huntingdon - Hybrid

Salary: £28,000 - £35,000 per annum , dependent on experience.

Vacancy Type: Full Time

The Company:

A supplier of high-quality metals and materials, Goodfellow specialises in the research and development sectors with a strong focus on science and industry. Our technical teams have worked on materials that have contributed to scientific breakthroughs in nuclear fusion, the fight against COVID-19, and have been used in probes that have travelled through space as far as Saturn.

Established in London in 1946, Goodfellow now supplies materials globally and holds offices in the UK, France, Germany, USA and China. Today, backed by the prestigious Private Equity firm Battery Ventures, Goodfellow is on an exciting trajectory with a strong mergers and acquisitions strategy and ambitious goals to achieve our growth targets.

Goodfellow has successfully completed the acquisition of Potomac Photonics, headquartered in Baltimore, USA. Potomac is a distinguished microfabrication company renowned for its expertise in quickly and cost effectively developing miniature products and bringing them to market. With capabilities spanning micromachining of polymers, metals, ceramics, and glass, Potomac achieves specifications that surpass traditional manufacturing processes.

The Job:

The Customer Service Team Leader plays a critical role in delivering an exceptional customer experience and ensuring operational discipline across all customer service activity.

The role combines:

• Leadership & coaching
• Escalation ownership & customer outcome management
• Process, SLA, and quality control
• Plus a proportion (~20–30%) of hands‑on operational work to stay close to day‑to‑day realities.

The Team Leader will help build a high‑performing, empowered team that delivers responsiveness, accuracy, First Contact Resolution, and supports on-time-to-Promise (OTTP) outcomes.

Key Responsibilities

• Delivering team performance through people.
• Build a capable, motivated team using coaching, development plans, and regular 1:1s.
• Manage the conduct and behaviour of the department in line with company expectations.
• Own the operational cadence of team meetings & reviews.
• Support succession planning, including onboarding and coaching of new hires.
• Model excellent service standard by maintaining a share of daily workload.
• Own customer outcomes & support escalations
• Act as point of escalation for customer issues, complaints, and internal process barriers.
• Ensure SLA performance through proactive prioritization and risk management.
• Co-ordinate with stakeholders across the business to resolve issues early and clearly.
• Drive Process discipline, measurement, and continuous improvement
• Create, and maintain adherence to SOPs for high frequency and/or high value departmental processes.
• Lead a structured approach to continuous improvement within the department.
• Champion adoption of internal tools to support automation and streamlining of processes.
• Work with the team to identify recurring issues and work cross functionally to develop systemic fixes

Key Requirements

Essential

• Experience in a customer service environment
• Strong written and verbal communication skills
• Demonstrated ability to coach, influence, and support others
• Competent with core IT systems (D365, MS Office, Salesforce desirable)
• Strong problem solving capability & judgement in complex environments Able to manage workloads, SLAs, and internal/external priorities

 Desirable

• Previous leadership, mentor, or senior agent experience
• Exposure to SLA-based operations
• Understanding of order to cash cycle and order fulfilment 
• Familiarity with AI-assisted workflows or process automation.

Benefits

• Company Healthcare
• Company pension (5% company contribution)
• Company Sick Pay
• Critical Illness cover and Life Assurance cover
• 22 days Annual Leave, rising to 25.
• Plus a range of employee benefits provided through our insurances provider. Details will be provided. In addition, there is free car parking, free tea and coffee and social events during the year.

To Apply

If you feel you are a suitable candidate and would like to work for Goodfellow, please do not hesitate to apply.

Contact information

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