Working closely with the Customer Service Lead, you’ll play a key role in the day-to-day running of the department - providing guidance, encouragement, and structure to ensure the team consistently delivers a first-class customer experience. You’ll help create an environment where Customer Service Advisors feel supported, empowered, and motivated to do their best work. This role is perfect for someone who enjoys leading by example, solving problems, improving processes, and developing people. You’ll also contribute to the future of customer service at Teemill by helping introduce smarter ways of working, including the use of AI and innovative tools, to improve efficiency and elevate the customer experience.

What You'll Be Doing 

• Supporting the Customer Service Lead with the day-to-day management of the customer service department
• Providing clear guidance, support and workflow direction so the team can meet and exceed individual KPIs and service standards
• Acting as an escalation point for complex customer queries via phone and email
• Working closely with our CRM and B2B sales teams to deliver VIP-level service and support
• Supporting a wide range of customers while also assisting internal teams across Teemill
• Helping with resource planning and demand forecasting to ensure the team is well equipped to meet customer needs
• Assisting with the onboarding, training and development of new Customer Service Advisors
• Identifying learning gaps and helping shape training strategies to strengthen team performance
• Championing smart, forward-thinking ways of working, exploring opportunities to use AI and new technologies to improve processes and efficiency
• Building a positive team culture and celebrating successes along the way

What We're Looking For

Communication - You’re a confident communicator who can clearly articulate ideas, provide guidance, and engage positively with both customers and colleagues.

People Skills - You know how to balance empathy with professionalism. You can support your team, manage difficult conversations, and build strong working relationships.

Problem Solving - You’re proactive and solutions-focused, comfortable using your initiative to resolve issues and improve processes.

Adaptability - You thrive in a fast-moving environment and can manage changing priorities while maintaining high service standards.

Customer Empathy - You’re able to truly listen, understand customer frustrations, and guide conversations towards positive solutions.

Digital Confidence - You’re comfortable using computers, online systems and CRM tools.

Experience

• Previous experience in customer service, ideally in a fast-paced environment Leadership or team leader experience, with a passion for supporting and developing others
• Experience handling customer escalations or complex queries is highly beneficial

Qualifications 

• GCSE English (A*–C or equivalent)

Why Join Us?

• Work with a collaborative, supportive team
• Play a key role in shaping the future of customer service at Teemill
• Help introduce innovative tools and AI-powered ways of working
• Make a real impact on both team development and customer experience