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 Belazu**

This 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.

**What the day job looks like**:
As **Customer Service Team Leader**, you will:

- Lead performance management, quality assurance, and daily team operations.
- Deliver regular 1:1s, team meetings, KPI reviews, coaching and feedback.
- Oversee complaint handling and act as a point of escalation.
- Monitor team performance and analyse service trends and KPIs.
- Own customer satisfaction reporting (NPS, CSAT, CES) and act on feedback.
- Lead onboarding and training for new joiners and continuous development for the team.
- Collaborate with wider departments to improve service efficiency and customer experience.
- Provide reporting and insight to senior leaders (orders, credits, trends, finance).
- Contribute to system improvements, process documentation and tech rollouts
- Support the Customer Operations Manager with ad hoc tasks and inbox management when required.

**This role will suit you if**:

- You’ve led a high-performing customer service team in a B2B environment.
- You’re data-savvy and confident analysing KPIs and customer feedback to drive improvement.
- You’re naturally proactive, calm under pressure, and great at motivating others.
- You’ve got strong communication skills and enjoy cross-functional collaboration.
- You’re hands-on, organised, and always looking for ways to improve systems and service.
- You have experience with CRM/telephony tools like Microsoft Dynamics and Teams.

**This role may not be for you if**:

- You’re not confident managing others or having performance conversations.
- You don’t enjoy fast-paced environments with shifting priorities.
- You’re looking for a back-office or non-customer-facing role.
- You’re unable to commute to Greenford at least 3 days a week.

**What’s in it for you?**
- 25 days annual leave + 8 public holidays, increasing with service
- Auto-Enrolment Pension, plus an enhanced pension option
- Discretionary annual bonus scheme
- Learning and development opportunities
- Life assurance from day one
- Cycle to work scheme
- Employee benefits portal with retail discounts, EAP and GP services and financial support tools
- Volunteer days
- Free parking on site
- Up to 40% discount on Company products
- Socials and internal awards
- Subsidised Canteen

**Terms**
- 40 hrs/wk, 08:30am - 17:00pm Mon-Fri
- Hybrid role (minimum 3 days in the office, possibly 4 depending on business need)
- Probationary period: 3 months
- Annual salary review
- 10% KPI related bonus based around challenging but achievable tasks related to the role

**Job Types**: Full-time, Permanent

Pay: £34,000.00-£36,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Work from home

Work Location: Hybrid remote in Greenford UB6 8LZ