Customer Services Team Leader

Overview

In this role you will lead the Customer Services Team to deliver exceptional outcomes and drive operational excellence. You will develop talent, support the wider Business Operations strategy, and own onboarding, performance reviews, and process improvements. You’ll work with cross-functional teams to resolve billing and service issues, while maintaining strong supplier relationships. This is a collaborative, flexible role at Softcat’s Marlow office, offering career development and a supportive culture.

Pay / Benefits

• Hybrid working – 3 days in the office and 2 days from home
• Flexible hours
• Autonomy and supportive team culture
• Diversity and inclusion commitments
• Career development opportunities
• Wellbeing awareness and HR support

Responsibilities

• Daily management of the team and adherence to deadlines
• Conducting regular 1:1s and annual PDRs to support direct reports
• Assisting in recruitment and onboarding new team members
• Executing team strategy with peers and the Customer Services Manager
• Supporting the Customer Service Manager and leading team projects
• Understanding and documenting business system processes
• Identifying and implementing process improvements
• Resolving customer and supplier queries and discrepancies
• Maintaining relationships with top suppliers and internal teams
• Managing team resources, leave, sickness, and peak-period coverage
• Championing employee wellbeing and collaborating with HR on support policies

Key requirements

• Proven Customer Services experience
• Excellent time management and organisation
• Strong communication and interpersonal skills with ability to influence
• Ability to lead by example and align with Softcat values
• Initiative and independent working style
• Ability to delegate and manage multiple workstreams
• Strong commercial awareness
• Resilience under pressure
• Experience in onboarding and developing team members
• Experience in process documentation and training

• time management
• clear communication
• interpersonal skills
• understanding of business systems and processes
• ability to analyse and improve processes
• training and coaching on system processes

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