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Customer Service Team Leader

£30,000 p/a

Confident and motivated, the Customer Services Team Leader will make things happen for our customers, putting them at the heart of everything we do.

The Customer Services Team Leader is responsible for the day to day management of the customer service team, and overview of all ongoing customer issues. Ensuring the team enhances the experience of all customer enquiries on first contact.

Job Role

  • - Monday to Friday, 40 hours per week
  • - Salary: £30,000 p/a
  • - Full time, permanent role
  • - Location: Exeter EX2

Key responsibilities and Accountabilities:

  • - Manage & balance workload of the Customer Service team. Assign daily tasks to the CST’s and manage the phone and email traffic coming into the team to ensure that customers are dealt with fairly and efficiently.
  • - Provide advice and information to customers and staff as the first point of contact, putting customers first and building trust.
  • - Undertake performance management and regular 1:1 with the customer service team
  • - Ensure effective training of the customer service team against the values of the business
  • - Proactively identify the best solutions for each customer that will also create value for the Company and actively develop the brand.
  • - Accurately and efficiently process bookings, invoices and payments using the appropriate Company systems and procedures.
  • - In conjunction with the transport function, monitoring adjusting/re-scheduling as necessary.
  • - Collate and input information onto database/spreadsheets as required.
  • - Maintain records; produce accurate documentation, regular statistical information and management reports.
  • - Deal effectively with customer complaints, resolving them empathetically and to the customers’ satisfaction.
  • - Be aware of and follow Coastal UK Group policies and procedures, with particular attention to standards of customer service, health and safety, and equality and diversity.


  • - Tax-free Profit share bonuses as an Employee Owned business - dependent on the profitability of the Group in any given financial period
  • - 25 days annual leave, rising to 27 days after 2 years and 30 days after 5 years service
  • - Staff events
  • - Life insurance
  • - Cycle to work scheme
  • - Free Employee assistance programme
  • - On-site parking
  • - £50 Birthday Voucher, £100 on special birthdays
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