Customer Care Team Leader

Customer Care Team Leader

Office Based | Mid Kent

Full Time | Monday to Friday

We’re recruiting for a Customer Care Team Leader to join a well-established and growing business, supporting a mix of independent and national clients. This is a full-time, office-based role offering a fantastic opportunity to take ownership of customer care escalations, lead a small team, and drive continuous improvement in customer experience.

The Role:

• Take ownership of escalations, ensuring timely resolutions and excellent service outcomes.
• Provide day-to-day support and guidance to the Customer Care team.
• Monitor key client experiences, identify trends and implement improvements to enhance the customer journey.
• Work closely with both independent and national clients, maintaining strong relationships and ensuring high levels of satisfaction.
• Analyse data and performance metrics to drive service improvements.
• Identify opportunities to enhance operational processes.
• Provide operational support to the wider Customer Service team, including onboarding and training
• Known as the main point of contact for the team when dealing with complex issues and resolutions.

The Person:

• Currently working as a Customer Service Supervisor or Team Leader with solid experience in a B2B customer care environment.
• Previous experience in wholesale or distribution setting would be an advantage.
• Confident handling escalations and working directly with key accounts.
• Strong IT skills, including experience with Power BI and Microsoft Dynamics.
• Experienced in using CRM platforms such as Salesforce, Zendesk, HubSpot, or Freshdesk.
• Highly organised, detail-oriented, and able to prioritise effectively in a fast-paced environment.
• Positive, collaborative and proactive, with a calm and confident approach to problem-solving.
• Excellent communication skills with a strong customer-first mentality.

Benefits:

• Office-based Monday to Friday (with an early finish on Fridays!)
• Opportunity to join a stable, supportive, and growing team
• Varied role with autonomy to make improvements and drive customer satisfaction

If you are passionate about delivering outstanding customer service and ready to step up into a leadership role where you can make a real difference, we’d love to hear from you.

If you want to work for a company where talent and hard work is appreciated, then apply now for immediate consideration!

This role is being managed by Nicole Howe, Recruitment Consultant for Pearson Whiffin Recruitment.

Not quite the right role but still looking?

Whether you are entry or Executive level, our team of experienced Recruitment specialists can help you with your career. We are Kent’s leading independent consultancy and pride ourselves on delivering an exceptional service to both candidates and clients.

Find us on Facebook @PearsonWhiffinRecruitment and Instagram @PearsonWhiffinRecruitment.

By working with us, you will be helping support charities across Kent; we have raised over £50,000 so far!