Service Team Leader

We are recruiting two Service Team Leaders at Howden Work Surfaces, one to lead our Sales Order Processing team and one to lead our Customer Service team.

At Howden Work Surfaces, we pride ourselves on delivering exceptional quality, seamless operations and an outstanding customer experience. In these roles, you will shape the performance, culture and long-term direction of your respective service function, supporting our ambition to continually improve how we serve our customers.

These opportunities are ideal for dynamic leaders with a strategic mindset, individuals who can inspire their teams, drive continuous improvement and help elevate our service to the next level.

Location | Normanton, West Yorkshire (minimum 4 days a week in the office)

Contract | Full-time, permanent  

Hiring Manager | Senior Team Leader

Grade | 6

Application and Assessment Process

Your application will be reviewed carefully, and if you are shortlisted, a member of our recruitment team will contact you to discuss the next steps. Please note that the hiring process includes an assessment event at our Normanton site on Friday, 13th March. Attendance on 13th March is essential. Good luck with your application.

Why Join Howdens as a Service Team Leader:

Joining Howdens means stepping into a business built on strong values, long-term thinking, and a commitment to excellence. Here, you’ll have the platform to:

• Lead with purpose – You’ll guide a multifunction team in a fast-paced environment, influencing both day-to-day delivery and long-term outcomes.
• Shape future strategy – Your insight and leadership will be crucial as we enhance our processes, reduce customer contacts, and improve service performance.
• Drive continuous improvement – Howdens empowers its leaders to innovate, challenge existing ways of working, and introduce best practices that make a real difference.
• Grow and develop – We invest in our leaders, giving you the support, training, and autonomy to build a strong, future-ready team.

If you want to make a tangible impact and lead a team with ambition, ownership, and pride, this is the place to do it.

What Will You Be Doing as a Service Team Leader:

In this role, you’ll take full ownership of the daily management and long-term development of a Services team - Customer Service Advisors, Sales Order Processors, or Template and Installation Coordinators. You will:

• Oversee all daily activities across customer services, order processing, or installation coordination.
• Lead with clarity and ambition, ensuring the team has strong direction, clear expectations, and ongoing development support.
• Investigate and resolve customer issues using root cause analysis, ensuring sustainable improvements.
• Analyse performance data, KPIs, and service metrics to identify trends, make decisions, and drive strategic improvements.
• Build and maintain strong communication links with the Customer Services and Planning Manager, escalating key issues and insights.
• Work collaboratively with other departments to reduce inbound contacts and streamline processes.
• Review and evolve internal procedures to increase efficiency and enhance the customer journey.
• Support the team through 1-to-1s, coaching, personal development conversations, and consistent communication.

This is a hands-on leadership role that blends operational focus with forward-thinking strategy, perfect for someone who thrives on ownership and continuous improvement.

What Do You Need to Qualify for the Service Team Leader Role:

We’re looking for a confident, inspiring, and strategic leader who brings both experience and vision to elevate our service offering. You’ll need:

• At least 2 years’ experience in a Service Supervisory or Team Leader role.
• A proven ability to lead, motivate, and develop a team, with a strong focus on long-term improvement, not just day-to-day oversight.
• Strong communication skills, both verbal and written, and the ability to influence and engage others.
• Excellent IT skills, including Microsoft Office and internal MRP systems.
• A proactive, decisive approach with strong problem-solving and analytical abilities.
• High levels of accuracy, numeracy, and attention to detail.
• An ability to manage workloads effectively in a fast-paced environment.
• Knowledge of hard surface manufacturing processes and technical drawings (advantageous but not essential).
• A self-motivated mindset, enthusiasm for continuous improvement, and the ambition to drive positive change.

What can we offer you:

• Competitive salary + bonus
• Pension plan with up to 12% company contribution
• 25 days holiday + bank holidays, with options to buy additional days
• Staff discount
• Free meal at our on-site canteen
• Ongoing training, development, and career opportunities
• A friendly, supportive environment with excellent recognition and rewards

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.

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.