Details:
- Salary: £32,000 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: Christchurch Dorset
- Date: 19 hours ago
Description:
Client Support Team Leader Job in Christchurch
Our successful client is a specialist product, fulfilment, and logistics business who helps their brands manage their operational requirements and deliver an excellent service to their customers. We are looking for a proactive, organised and people-focused team manager to lead the day-to-day running of their support team. This is a hands-on role, combining team leadership and development with direct responsibility for managing client enquiries and resolving operational issues.
* Salary: £32,000 per annum + annual bonus
* Working office-based Monday – Friday 8.30am – 5.30pm
* Parking onsite
* Annual leave
* Pension contribution
Duties and Responsibilities:
* Lead, coach and develop two Brand Support Specialists, providing clear direction, regular feedback and ongoing support.
* Conduct regular one-to-one meetings, identify development needs and agree actions to improve individual and team performance.
* Manage daily workloads, priorities and team coverage
* Support recruitment, onboarding and training, helping team members build the knowledge and confidence to resolve enquiries effectively
* Oversee day-to-day enquiries, including order issues, goods-in, inventory, picking and packing, dispatch, returns, rework and standard reporting
* Work with Admin Support on order enquiries, tracking and collections, ensuring responsibilities are clearly understood across teams
* Take ownership of escalated client enquiries, investigating issues, coordinating actions and ensuring clients receive timely, clear updates
* Support the team with complex or sensitive conversations, helping them communicate professionally and confidently
* Build strong working relationships with clients and internal stakeholders, contributing to client meetings and service reviews where required
* Maintain consistent standards, record keeping, client updates and case closure
* Work closely with Warehouse Operations, Stock Management, Logistics, Technology, Finance, Rework, Admin Support and Account Management to resolve enquiries efficiently.
* Ensure clear ownership of issues between departments, with appropriate follow-up until a resolution is reached
* Contribute to a collaborative team culture focused on accountability, service quality and continuous improvement
Minimum Skills and Experience:
* Experience in customer service, client support, brand support, order fulfilment or a similar operational environment
* Previous experience supervising, mentoring or leading a team, with the ability to motivate others and manage performance
* A hands-on approach, with the confidence to manage client enquiries and complex cases personally rather than relying solely on delegation
* Excellent written and verbal communication skills, with the ability to manage client expectations and handle difficult conversations professionally
* Strong organisational skills and the ability to prioritise competing demands in a busy environment.
* A proactive mindset, with an interest in improving processes, quality and the overall client experience.
* Experience in product, logistics, distribution, warehousing or fulfilment would be advantageous, particularly where you have worked with order management, stock queries, dispatch or delivery issues