Location: Hemel Hempstead
Salary: Up to £40,000
Hours: Monday-Friday | 37.5 hours per week
Are you a customer service leader who thrives in a fast‑paced environment and enjoys building high‑performing teams? This is a pivotal role where you'll shape customer experience strategy, lead a regional team and drive operational excellence across the business.
The Role
You'll play a key role in delivering exceptional customer service by leading, developing and motivating the Customer Services team while working closely with Operations, IT and senior leadership. Acting as a bridge between customers and the business, you'll ensure service standards remain consistently high and aligned with company goals.
Key Responsibilities
Embed exceptional customer service across the organisation by supporting and implementing company policies
Act as the main liaison between Customer Services, Operations and customers to ensure seamless service delivery
Lead, coach and develop the team, setting clear targets, performance plans and career pathways
Identify talent and support succession planning to ensure long‑term team strength
Deputise for the CS Operations Manager and cover Senior CSA/CSA duties when required
Oversee recruitment, onboarding, training, coaching and mentoring alongside the Training & QA Lead
Conduct performance reviews, manage standards and apply corrective actions in line with HR policies
Work closely with IT to improve system functionality and respond to evolving customer needs
Maintain strong relationships with internal stakeholders and represent the business at meetings and events
Ensure contract reviews, reporting and processes meet accreditation standards including ISO 17025 and MCERTS
Support group-wide alignment and the rollout of new processes and best practices
Champion company values and promote a culture of excellence and continuous improvement
Skills & Experience
Proven experience in a senior, high‑volume customer service leadership role (ISO 17025 laboratory experience desirable)
A confident, motivating leader with strong team‑building and coaching skills
Excellent communication skills with the ability to engage stakeholders at all levels
Strong problem‑solving and decision‑making capability in a fast‑moving environment
Results‑driven with a passion for improving customer service performance
Flexible, adaptable and comfortable managing change
Experience training, mentoring and supervising Customer Service Advisors
Why Apply?
This is an exciting opportunity to make a real impact, influence customer experience strategy and grow within a collaborative, forward‑thinking organisation.
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy.
Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application
Salary description
£35000.00 - £40000.00 per year