Customer Experience Team Leader | Connectment


Job Title: Customer Experience Team Leader
Employer: Connectment
Location: West Midlands, United Kingdom
Salary: Excellent Benefits + Hybrid
Employment Type: Permanent
Reference Number: 221257269


Job Details:

The Client:

An award-winning and recognised Manufacturer based in the West Midlands.

They are well established and backed by a $multi billion Fortune 500 company. There is R&D based in the USA and Manufacturing sites across Canada, UK, India and China. In the UK they have 300 employees.

The Opportunity:

For this Customer Service Team Leader, you will lead a small team in managing sales order processing activities and a small proportion of credit control for UK and overseas.

Some of the key responsibilities for this successful individual would be but no limited to:

  • You will lead and motivate a team to achieve their goals. Participating in regular team meetings and training to improve job performance and customer service skills.
  • Be actively involved in eliminating the company’s outstanding balances, and receivables as well as the sales interface between warehouse operations, factory, and finance departments.
  • Oversee sales order processing for both UK and International sales orders.
  • Ensure accuracy and efficiency in order processing, from initiation to fulfilment.
  • Act as the main point of contact for escalations and communication between the warehouse, factory, and other internal departments.
  • Lead and manage the customer service team to ensure effective credit management.
  • Engage with UK and International customers via phone, email, or chat to schedule field service bookings.
  • Oversee customer inquiries, concerns, and feedback, ensuring a positive customer experience.
  • Manage the aged debt for UK and Ireland receivables. Developing and execute plans to reduce outstanding aged debt balances.
  • Oversee monthly reports to ensure compliance with VAT and International Shipping processes.
  • Prepare monthly sales forecasting reports.
  • Provide feedback to the sales and management teams regarding customer concerns and suggestions for service improvement.

The Candidate:

The successful Customer Experience Team Leader will be/have:

  • You will have proven Team Leader experience
  • Experience covering Export admin, Shipping/Logistics would be great, however we are assessing people on a case by case basis
  • Sales admin and overseeing some credit control would be nice, but some elements of the position can be trained
  • Excellent communication and interpersonal abilities.
  • Ability to lead and motivate a team to achieve performance goals.
  • Able to use Microsoft Office and CRM software would be nice
  • Strong organisational and multitasking skills
  • Ability to work well in a team environment and independently


£competitive basic salary
A great working environment at their centrally located head office
Hybrid setting – (Tuesday – Thursday after probationary period)
Free breakfasts, fresh fruit and tea & coffee
Pension to help you save for the future
Regular team social events
Training & development
Company pension
Free parking
On-site parking

Please contact for a confidential discussion



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