Client Support Team Leader Job in Christchurch

About the role

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. The business builds effective and collaborative client relationships, with a commitment to quality at every stage of the process. 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. The Team Leader role will lead and support two Support Specialists, ensuring clients receive a responsive, accurate and consistent service across our Client Portal, ticketing system, live chat and telephone channels. You will take ownership of escalated enquiries, support complex investigations and work closely with teams across the business, including Warehouse Operations, Logistics, Technology, Finance and Account Management, to ensure issues are resolved effectively.

• Salary: £32,000 per annum + annual bonus
• The opportunity to take ownership of a small team and make a meaningful contribution to service quality
• A varied, hands-on role working across multiple areas of the business
• 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.
• Complete quality assessments, providing constructive feedback and targeted coaching
• Manage daily workloads, priorities and team coverage
• Monitor performance, attendance and capacity, working closely with the Senior Brand Support Manager to maintain service levels
• Support recruitment, onboarding and training, helping team members build the knowledge and confidence to resolve enquiries effectively
• Personally manage a share of client support for selected key accounts, taking responsibility for client communication, internal coordination and resolution
• Oversee day-to-day enquiries, including order issues, goods-in, inventory, picking and packing, dispatch, returns, rework and standard reporting
• Oversee invoice and credit queries, coordinating with Finance and other relevant teams to resolve issues within the team's remit
• Ensure technical issues are documented clearly, escalated to the Technology Team and tracked through to resolution
• 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
• Document investigations, findings and proposed resolutions, ensuring any compensation or credit follows the appropriate approval process
• Build strong working relationships with clients and internal stakeholders, contributing to client meetings and service reviews where required
• Work with Account Management to address recurring concerns, improve client experience and support service recovery where necessary
• Maintain consistent standards, record keeping, client updates and case closure
• Monitor the effectiveness of service improvements
• Maintain accurate records in HubSpot, ensuring tickets and conversations have the correct ownership, status, category and resolution details
• 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 methodical approach to problem-solving, investigation and follow-through.
• Experience using a CRM or client management systems; HubSpot experience would be beneficial
• The ability to work collaboratively with multiple departments to resolve operational issues
• 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

This Client Support Team Leader job in Christchurch is an excellent opportunity for someone who enjoys leading by example, developing people, and improving service delivery in a fast-paced, operational environment.