Customer Service Team Leader

Overview

We're looking for an experienced and inspiring
Customer Service Team Leader
to lead a small, dynamic team at the heart of Belazu's customer experience. You'll be responsible for upholding high standards, coaching team performance, and driving continuous improvement across the full customer journey - from order management to complaints resolution and feedback analysis.

If you're someone who thrives in a fast-paced, B2B environment, loves working with data and people, and enjoys building strong relationships across the business—this could be your next great role.

About Belaz

uThis is a lovely opportunity to join a business with an impressive set of accreditations, from B Corp status to silver standard Investors in People and newly recognised in 2025 as a Sunday Times Best Place to Work. We are a diverse team with a shared set of professional goals and social values that drive a hugely satisfying working experience. Belazu has been a pioneer of supplying high quality, Middle Eastern and Mediterranean Ingredients within the UK's Foodservice for over 30 years. We are an innovative leader in our field, with an energetic and high performing working culture. We have ambitious plans to grow over the next 5 years and take great pride in the values that form the spine of our business

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What the day job looks lik**

e:A
s Customer Service Team Lead
er, you wil

• l:Lead performance management, quality assurance, and daily team operation
• s.Deliver regular 1:1s, team meetings, KPI reviews, coaching and feedbac
• k.Oversee complaint handling and act as a point of escalatio
• n.Monitor team performance and analyse service trends and KPI
• s.Own customer satisfaction reporting (NPS, CSAT, CES) and act on feedbac
• k.Lead onboarding and training for new joiners and continuous development for the tea
• m.Collaborate with wider departments to improve service efficiency and customer experienc
• e.Provide reporting and insight to senior leaders (orders, credits, trends, finance
• ).Contribute to system improvements, process documentation and tech rollou
• tsSupport the Customer Operations Manager with ad hoc tasks and inbox management when require

**d.

This role will suit you**

• if:You've led a high-performing customer service team in a B2B environme
• nt.You're data-savvy and confident analysing KPIs and customer feedback to drive improveme
• nt.You're naturally proactive, calm under pressure, and great at motivating othe
• rs.You've got strong communication skills and enjoy cross-functional collaborati
• on.You're hands-on, organised, and always looking for ways to improve systems and servi
• ce.You have experience with CRM/telephony tools like Microsoft Dynamics and Tea

**ms.

This role may not be for you**

• if:You're not confident managing others or having performance conversati
• ons.You don't enjoy fast-paced environments with shifting priorit
• ies.You're looking for a back-office or non-customer-facing r
• ole.You're unable to commute to Greenford at least 3 days a w

**eek.

What's in it for**

• you?25 days annual leave + 8 public holidays, increasing with se
• rviceAuto-Enrolment Pension, plus an enhanced pension o
• ptionDiscretionary annual bonus s
• chemeLearning and development opportun
• itiesLife assurance from da
• y oneCycle to work s
• chemeEmployee benefits portal with retail discounts, EAP and GP services and financial support
• toolsVolunteer
• daysFree parking on
• siteUp to 40% discount on Company pro
• ductsSocials and internal a
• wardsSubsidised Ca

nteen

• Terms40 hrs/wk, 08:30am - 17:00pm M
• on-FriHybrid role (minimum 3 days in the office, possibly 4 depending on business
• need)Probationary period: 3
• monthsAnnual salary
• review10% KPI related bonus based around challenging but achievable tasks related to th

e role