PYVITAL Ltd

Job Title: Customer Service Lead Location: UK (Office-Based) Contract Type: Full-time, Permanent Salary: Competitive (DOE) About the Role We're recruiting for a Customer Service Lead to join a market leading provider of reusable packaging solutions within the European fresh supply chain. With an extensive network across 25 countries, the business is expanding its UK operations and requires an experienced leader to support the ongoing delivery of high quality service to customers across logistics, retail, transport, and production sectors. This role is perfect for a proactive, organised, and people focused professional who enjoys coordinating team activity, improving processes, and ensuring seamless customer experiences. You'll oversee day to day team operations, act as the first point of escalation for complex queries, and support key reporting and data analysis activities, while remaining hands on with core customer service tasks. Working in a fast paced environment, you'll play a vital part in maintaining high standards, developing team capability, and ensuring operational excellence across all back end processes. Key Responsibilities Lead and support the Customer Service Team on a day to day basis. Plan team resources to ensure completion of tasks and small projects. Coordinate holiday and absence cover to maintain service continuity. Act as the first escalation point for complex queries and complaints. Monitor and report on departmental KPIs and SLAs. Lead department based projects and process improvement initiatives. Train, coach, and support team members, keeping accurate training records. Assist with maintaining documentation of policies, processes, and instructions. Customer Service Operations Serve as a main point of contact for customers via phone and email. Handle, resolve, log, and follow up on customer complaints. Manage customer onboarding and account creation in SAP, including credit checks and documentation. Ensure accurate account permissions and pricing configurations. Oversee blocked orders and follow up with customers on payments or credit requirements. Accurately manage supplier to retailer transactions and resolve discrepancies. Investigate order, invoice, and account issues in collaboration with operations teams. Complete all administrative tasks required to support customer activity. Carry out general office management responsibilities. Reporting & Data Management Summarise and report on customer complaints and activity trends. Create and maintain reports and documentation using Excel. Update and manage internal Excel based tools. Analyse data to support complex customer queries and business reporting. Candidate Profile Strong verbal and written communication skills. Advanced Excel skills and confidence using Microsoft Office. Minimum 2 years' leadership or supervisory experience. Minimum 2 years' customer service or administrative experience. Logistics or supply chain experience (desirable). Highly organised, analytical, and able to perform under pressure. Customer focused with a proactive, problem solving mindset. What Our Client Offers Monday-Friday working pattern. 25 days holiday + birthday off. Private medical insurance. Employee discounts programme. Employee Assistance Programme (EAP) offering free mental health, legal, and financial support. How to Apply If you're an experienced customer service professional with strong leadership skills and a passion for delivering operational excellence, we'd love to hear from you. Apply for role Interest in this role. Please complete your details below and upload CV: I consent to the collection and processing of my personal data, including my CV, and agree to the privacy policy . Interested? If you're ready for change, eager for growth, or inspired by this role, then tap 'Apply Now'.

A market-leading provider of packaging solutions in the UK is seeking a Customer Service Lead to oversee daily operations and ensure high-quality service delivery. The ideal candidate will have strong leadership capabilities, with at least 2 years of supervisory experience in customer service. Responsibilities include managing team activities, handling complex customer queries, and supporting process improvements. The role offers a Monday-Friday work pattern, generous holiday allowances, and additional benefits including private medical insurance.