Customer Support Team Leader

AB Agri Ltd

Cambridgeshire and Peterborough

GBP 40,000 - 60,000

Job description

The Role & Key Responsibilities

Job Title: Customer Support Team Leader

Location: Peterborough, Cambridgeshire, UK

Contract type and shift: Permanent – Hybrid role, minimum of two days a week in the office. Operational hours between 08:00 – 17:30.

ARE YOU

A natural leader with a proven history of building engaged, efficient teams?
Comfortable balancing people management responsibilities with operational tasks?
Ready to handle complex challenges and make continuous improvement in a fast-paced customer support environment?
Experienced in leading teams, coaching people, and handling difficult conversations with confidence?

If so, we want to hear from you!

Why Join Us?

This is a fantastic opportunity for a hands-on team leader who wants to make an impact and create positive change. With the flexibility of a hybrid working model and the opportunity to work closely with a collaborative team, you’ll be instrumental in shaping the future of our customer support function. If you are interested in people management, process improvement, and delivering a great service, we’d like to have you on board!

Role Overview

The Customer Support Team Leader will oversee the daily operations of a team of 6-8 Customer Support Co-ordinators, ensuring that all customer interactions are handled smoothly and efficiently. Reporting directly to the Customer Support Manager, you’ll be responsible for increasing team performance, maintaining a high standard of service delivery, and acting as a key point of escalation for complex issues. You’ll work collaboratively with commercial and supply chain stakeholders to optimise the customer experience and ensure we are regarded as easy to do business with.

Key Responsibilities

Support and motivate a team of Customer Support Co-ordinators, conducting regular one-to-ones, appraisals, and performance reviews to support their professional development.
Oversee day-to-day activities, ensuring compliance with internal protocols and external regulations, and handle escalations as needed.
Identify opportunities for process enhancements and implement innovative solutions to drive efficiency and service quality.
Develop positive relationships with customers, anticipate needs, and swiftly resolve any issues to ensure customer satisfaction.
Use performance data to track KPIs and inform on team strategy, supporting the wider function to achieve departmental goals.
Work closely with the Customer Support Manager and other teams to ensure a cohesive approach to delivering continuous improvement and a consistent service.

About you:

Proven experience managing teams in a customer support or contact centre environment.
High people management skills, including the ability to coach, develop, and motivate a diverse team.
Ability to handle difficult conversations, provide constructive feedback, and maintain high expectations for performance and accuracy.
Competency in using CRM systems and operational processes.
Familiarity with ABN processes, AX systems, and customer base would be an advantage – (Desirable)
Experience in a matrix environment, coordinating across multiple functions.

Rewarding your passion

When you join us, you'll do meaningful work and be rewarded fairly for it. From annual salary reviews and incentive bonuses, ongoing career development and enhanced family, financial and wellbeing benefits – these are just some of the ways we reward you - from day one.

About us

ABN is the UK’s number one animal feed business, serving pig and poultry producers across the UK. These range from large corporate customers through to family-owned farm enterprises. We service these customers with feed, nutrition, advice, and related services.

We’re part of AB Agri, the agricultural division of Associated British Foods (ABF plc) and we’re passionate about feeding the world responsibly and affordably by making quality animal feed, creating nutrition and technology-based products, and offering data services for the agri-food industry. What sets us apart is how we delight our customers - and that’s because of great people like you. People with different life experiences who share common values. Together we’re building a fair, innovative and inclusive culture.

As a Disability Confident employer, we’re committed to ensuring our application and recruitment processes work for everyone so if you need any additional support (like alternative formats for your application, bringing a support dog to the offices, a sign language interpreter - or anything else) just let us know.

Application Notes

We hope you feel that AB Agri is somewhere you can thrive and so we’d love to hear from you. We get a lot of applications for our roles and sometimes need to close the process early so register your details and upload your CV via our careers website as soon as you can – it will only take a few minutes.

When you do, we’ll ask you some equal opportunities questions just to ensure our recruitment process is inclusive – or show us areas we can improve. This information is anonymised, separate from your application and is never seen by the hiring panel. You can choose not to answer these questions, and this won’t affect your application.

Apply today or contact our recruitment team for more information.

Agencies and media sales

AB Agri group politely requests no contact from recruitment agencies or media sales. We don’t accept speculative CVs from recruitment agencies nor accept the fees associated with them.