Senior Customer Service Team Leader

Location | Normanton (On site)

Contract Type | Full-Time – Permanent

Shift | Monday - Friday, one week 9-5, one week 8-4

Grade | 5

Line Manager | Ramona Dudman

Why Join Howdens as a Senior Customer Service Team Leader:

We are looking for a talented Senior Customer Service Team Leader to join our dynamic team and help us drive our customer experience to new heights.

This is an exciting opportunity to play a key leadership role in a fast-paced environment where your expertise and ideas will make a real impact. You'll be supporting a £90m revenue operation, helping us deliver exceptional service across 30,000 kitchens annually — while leading and developing a team passionate about making things right for our customers.

What will you be doing as a Senior Customer Service Team Leader:

As a Senior Customer Service Team Leader, you will lead, mentor, and develop a team of customer service and installation professionals. Your focus will be on achieving service excellence, resolving customer issues efficiently, and ensuring seamless collaboration across teams.

• Lead two direct reports - Team Leaders (Customer Service & Installation)
• Be the main point of contact for escalations and development for around 30 indirect reports
• Manage critical relationships with depots, builders, field teams, and end users
• Ensure delivery of KPIs and SLAs aligned with business goals

Key Responsibilities:

• Provide strategic leadership and guidance to customer service teams
• Drive high performance through clear KPIs and continuous feedback
• Develop and implement operational plans that promote productivity and efficiency
• Foster a positive, high-performing team culture
• Address and resolve escalated issues with professionalism and urgency
• Collaborate cross-functionally to ensure cohesive service delivery
• Report on performance metrics and drive service improvements
• Keep up with industry trends to evolve customer support processes

What Do You Need to Qualify:

We’re looking for someone who brings both experience and energy to the role. You’ll need:

• A minimum of 5 years in a customer service leadership role
• A strong track record of managing teams of 20+ across multiple functions
• Extensive experience in resolving complex customer issues and managing high-volume service environments
• Proficiency with ERP systems and operational tools
• A passion for coaching and developing people
• Strategic thinking with excellent organisational and decision-making skills
• Strong interpersonal and relationship-building abilities across all levels
• An analytical mindset with a proactive approach to problem-solving

What we can offer you:

• Competitive salary, bonus and benefits package
• Pension plan with a company contribution of up to 12%
• Free on-site parking
• Free lunch at our on-site canteen
• Friendly and supportive environment offering exceptional reward and recognition

How to Apply:

Before you apply, please speak to your manager so that they are aware of your interest in this role. You will also need to attach a CV and Cover Letter. Please take note that this advert is a summary of the main duties and responsibilities and may be subject to change.

You will need to activate your account when you apply for this role. Please check your email carefully to ensure that you have completed this step. We are unable to view your application if you have not activated your account.

If you have any questions or need any further support or information, please contact Lauren Hardaker, the recruitment advisor, or any member of the recruitment team.

Howdens is founded on the principle of being Worthwhile for ALL concerned. We’re working hard to ensure we provide an inclusive environment where everyone feels welcome. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, please email recruitmentteam@howdens.com with the job title and location, and we will be happy to help you.