Customer Service Team Leader

Morgan McKinley Northern Home Counties is proud to partner with a growing business in Corby to recruit a proactive and commercially aware Customer Service Team Leader, skilled in leading multi-channel teams and ensuring excellent customer experience.

Customer Service Team Leader / Corby

Role

As a key member of the business, the Customer Service Team Leader will take ownership of the multi-channel Customer Service function, overseeing a team that supports major UK retail accounts (Screwfix, B&Q, Argos, Toolstation), marketplaces, and D2C website orders. You will ensure orders are processed accurately, SLAs are met, and all enquiries are handled with urgency and professionalism, working closely with Sales, Logistics, Product, and Finance.

Responsibilities include:

· Leading, coaching, and mentoring the Customer Service team to ensure timely and accurate handling of enquiries, orders, replacements, and returns.

· Allocating workload, monitoring ticket queues, and maintaining SLAs across email, phone, retail portals, marketplaces, and live chat.

· Managing escalated issues for key retail accounts and high-priority customers, including refunds, carrier investigations, and replacement processing.

· Overseeing retailer portal workflows, liaising with warehouse/3PL partners, and managing marketplace cases (Amazon, eBay) including returns, claims, and feedback.

· Identifying service bottlenecks, error patterns, and training needs, and leading process improvements.

· Maintaining and improving SOPs and documenting processes.

· Producing weekly performance reports on ticket resolution times, SLA compliance, order accuracy, customer satisfaction, and marketplace metrics.

Profile

· Previous experience leading or supervising a Customer Service team is essential.

· Experience in multi-channel retail operations or dropship order processing.

· Excellent communication skills, with strong attention to detail and ability to manage escalated or sensitive issues.

· Proficiency in CRM/ticketing systems and Microsoft Excel/Sheets.

· A proactive, customer-focused approach with strong problem-solving abilities.

· Experience with major retailer portals (Screwfix, B&Q, Argos, Toolstation) and Amazon/eBay marketplace case handling is desirable.

· Knowledge of consumer electrical products, warranties, returns, and working with 3PL/warehouse teams is advantageous.

Salary & Benefits

This Customer Service Team Leader role offers a competitive salary of £30,000 - £35,000 per annum, along with excellent benefits and opportunities for growth.