Customer Service Team Leader

Responsibilities

• Leading, motivating and developing a team of Customer Support Associates.
• Creating a positive, collaborative environment where people feel supported, trusted and empowered.
• Coaching team members to become multi-skilled and capable of resolving customer enquiries from start to finish.
• Driving a strong first-time-fix culture, ensuring customers receive quick and effective resolutions.
• Monitoring service levels and team performance, providing real-time support where needed.
• Delivering regular coaching, feedback and development conversations that help individuals grow.
• Identifying skills gaps and working with leadership and HR colleagues to support learning and development.
• Using customer feedback, performance data and service metrics to drive continuous improvement.
• Working closely with colleagues across the business to resolve issues and improve customer journeys.
• Recognising success, celebrating achievements and keeping team engagement high.

Requirements

• You'll be a natural relationship builder who genuinely enjoys helping people succeed. You'll understand that great customer service starts with engaged, confident and well-supported teams. We're interested in speaking to candidates who have:
• Experience within a customer service, contact centre or operational support environment.
• Previous leadership, supervisory, mentoring or coaching experience, or a clear passion for developing others.
• Strong communication and interpersonal skills.
• The ability to motivate and influence people in a positive and constructive way.
• Experience working with service-level targets, KPIs or performance metrics.
• Excellent problem-solving skills and the ability to remain calm under pressure.
• Strong organisational skills and the ability to manage multiple priorities.
• A good educational background, supported by strong literacy, numeracy and communication skills.
• Strong working knowledge of Microsoft Office, particularly Excel, Outlook, Word and Teams.
• Confidence using customer service platforms, CRM systems and performance dashboards to manage workload and monitor team performance.
• Why join us?
• If you're an enthusiastic people leader, or an aspiring leader with a strong coaching mindset, who is passionate about delivering exceptional customer experiences, we'd love to hear from you.
• Remember to write a brilliant cover letter telling us why you are the right person for the role.
• #LI-SY1
• Our Commitment to You
• We take your wellbeing seriously, with programmes and support for both physical and mental health. You'll also have free access to our onsite gym and can enjoy fresh, affordable meals in our subsidised restaurant.
• Looking ahead, we offer a salary sacrifice pension scheme, employee assistance support, and financial guidance to help you plan for the f

Benefits

Additional Information

Where Performance Meets Purpose Iconic golf brands. Commitment to excellence. Colleagues who care. Working at Acushnet Europe means you bring your background and experience to a company with a rich history of creating the best products for dedicated golfers around the world. Your performance has purpose at Acushnet Europe. Based in St Ives, Cambridgeshire, our golf products are recognized globally for their unmatched quality, made possible by the dedication and pride we put into everything we do. Lead people. Delight customers. Make a real impact. We're looking for a passionate and people-focused Customer Service Team Leader to join our incredible team. This is a fantastic opportunity for someone who thrives on developing others, enjoys solving problems, and is motivated by creating outstanding customer experiences. Based at our offices in St Ives, Cambs, you'll play a pivotal role in shaping a high-performing customer support team that delivers exceptional service across both ordering and aftersales enquiries. You'll be a visible presence for your team coaching, encouraging, and supporting colleagues to build confidence, expand their skills, and take ownership of customer outcomes. This role is about more than managing performance. It's about inspiring people, creating a positive team culture, and helping individuals achieve their full potential while continually improving the experience we provide to our customers.

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