Our client is looking to appoint an experienced Customer Service Team Leader to lead and support its customer service team, while also managing key client relationships and helping to ensure the highest standards of customer service across the business. This is an excellent opportunity for someone with a background in print or packaging who combines robust customer service and account management skills with the ability to coach, support and develop a team.

The Role

Reporting to the Commercial Director, you will play a key role in the day-to-day management of the customer service function. Around half of your time will be focused on managing key client accounts and supporting the wider customer service team, with the remainder covering customer queries, problem solving, team performance, coaching, processes and administration. You will be a key link between customers and the wider business, working closely with Estimating, Job Creation, Planning, Production, Finance and Commercial to ensure orders and issues are handled efficiently from enquiry through to completion.

Key Responsibilities

- Manage key client accounts, developing strong and lasting customer relationships.
- Handle customer queries, complaints and issues, ensuring they are resolved quickly and professionally.
- Supervise and support the customer service team in their day-to-day activities.
- Coach and guide team members, helping them develop their skills, product knowledge and understanding of company procedures.
- Share best practice and encourage consistent, standardised processes across the team.
- Provide support on account-related, technical and process queries.
- Ensure finance, costing and commercial queries are dealt with accurately and efficiently.
- Monitor team performance, KPIs and customer service standards.
- Work closely with internal departments to ensure a smooth end-to-end workflow.
- Maintain accurate records and ensure compliance with company SOPs.
- Help promote a clean, organised and safe working environment.




- Identify opportunities to improve processes, service levels and team performance.

What We’re Looking For

- Previous experience within print or packaging
- Strong customer service and account management experience.
- Previous experience of supervising, coaching or supporting colleagues would be highly advantageous.
- Experience managing key customer accounts and resolving customer issues.
- A good understanding of customer service processes, KPIs and complaint resolution.
- Strong organisational and problem-solving skills.
- Excellent communication and relationship-building abilities.
- Good product and process knowledge, with the ability to share this knowledge with colleagues.
- A proactive approach and the confidence to take ownership of issues and see them through to resolution.

The Person

We are looking for someone who is supportive, approachable and commercially aware, with the confidence to lead by example. You will be someone who enjoys helping others develop, takes pride in delivering excellent customer service and is naturally proactive when problems arise. You should be comfortable dealing directly with customers while also providing direction and support to the wider customer service team.

What Success Looks Like

- The customer service team consistently achieves its KPIs and service standards.
- Key customer relationships are strong and well managed.
- Customer queries and complaints are resolved efficiently and accurately.
- Team members become more confident and capable through your coaching and support.
- Company procedures and SOPs are consistently followed.
- Communication between customer service and other departments is effective.
- Customers receive a consistently high level of service.

If you have experience in customer service within the print or packaging industry and are ready to take the next step into a team leadership role, we would be very interested in hearing from you.

We ask that you only apply for any of our vacancies if you are resident in the UK and you work / have recently worked in the print, packaging or paper sectors.

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📌 Customer Service Team Leader - Newcastle - £Highly Attractive (New South Wales)
🏢 Harrison Scott Associates
📍 New South Wales