Customer Services Team Leader

Responsible for day to day account / contract management and customer communications to ensure the service provided to our customers is maintained to the highest standard and in accordance with Service Level Agreements (SLA) and Key Performance Indicators (KPI).

Source and nature of management provided

Group Customer Services Manager (Line Manager)

Head of Commercial Operations

Staff management responsibility

Customer Service Advisors

Special conditions

Immediately Available

Monday – Friday (40 Hours – Timings TBD)

Access to own vehicle required owing to workplace location

Salary based on experience

HR Responsibilities

1 Provide a positive and encouraging atmosphere at all times to ensure all staff work to the best of their abilities.

2 Uphold corporate values. Responsible for providing a positive and encouraging atmosphere at all times to ensure all staff work to their best abilities.

3 Working with all members of staff to maintain and develop a positive progressive culture within the business.

4 Effective supervision, training & development and health, safety & welfare of the wider team.

5 Allocate and monitor staff work and all areas associated with the employee lifecycle, ie induction, sickness, holidays, exit interviews etc.

6 Conduct weekly meetings with staff members to include the dissemination of Company messages.

Health and Safety Responsibilities

7 Support, comply and ensure complicity with Health, Safety and Environmental regulations, the company handbook, Quality standards and all other company policies and procedures.

8 Responsible for the effective supervision of health, safety & welfare for the wider team.

Quality Responsibilities

9 Ensure all processes are adhered to by all staff.

10 Ensuring that all activities meet or improve on budget, cost, volume and efficiency targets (KPIs).

11 Compile daily reports (Delivery / Status reports, stock reconciliation reports and variance reports.

12 Collate daily delivery / status reports and book returns.

Operational Responsibilities

13 Cover for the Group Customer Services Manager in their absence.

14 Day to day running of customer accounts, responding to customer queries in an effective and timely manner.

15 Processing of daily outbound and inbound freight movements through WMS and TMS systems.

16 Act as the initial escalation point for your team of advisors.

17 Review current administrative processes and SOPs to improve efficiency and productivity within the department.

18 Ensure all internal schedules are updated and communicated effectively throughout the business and relevant inbound information is provided to customers.

19 Ensure all freight movements are rated correctly to assist in the timely invoicing to customers for services provided.

20 Complete all administration tasks to the highest standards and in line with the customers SLAs and internal processes.

21 Communicate effectively with other departments to ensure all deliveries and returns are made and any failures are reported to the customer.

22 Report any failed deliveries or discrepancies in order to investigate and / or rectify as required.

23 Ensure all paperwork is accurate and provided in a timely manner.

24Provide information and support where reoccurring stock issues occur to the Inventory Systems Manager to help investigations and rectification.

25 Provide information and support to the warehouse and inventory team through system variance reporting and physical stock takes.

26 Enter data for customer KPIs for internal and external communication, collate, distribute and present KPI information as required.

27 Support, comply and ensure complicity with Health, Safety and Environmental regulations, the company handbook, Quality standards and all other company policies and procedures.

You will from time to time be required to undertake other duties of a similar nature as reasonably required by your line manager. You are required to follow all ATL policies and procedures at all times and take account of ATL guidance

Person Specification

Criteria: Qualifications and Training


Qualified to GCSE Level in English and Maths (or equivalent)


Logistics or Business related Degree

Criteria: Knowledge and Experience


Knowledge of Warehouse Management Systems

Knowledge of Transport Management Systems

Previous experience within a Team Leading role in a logistics environment

Customer Service experience within a Transport or Warehouse environment


Account / Contract management experience

Criteria: Skills and Aptitudes


Proficient in the use of MS Excel, Word, Outlook and Power Point

Ability to make informed decisions

Ability to develop departmental staff

Ability to question, challenge and improve upon existing processes

High level of honesty and integrity

Flexibility and the ability to adapt to changing circumstances

Resilience with an ability to keep calm under pressure and continue to follow the correct processes even under difficult circumstances

Willingness to build strong interpersonal relationships with team members and other departments

Desire to further a career within the Transport and Distribution sector.

Job Type: Full-time


  • Customer Services: 1 year (Required)
  • Warehouse Management Systems: 1 year (Required)
  • Transport Management Systems: 1 year (Required)


  • GCSE or equivalent (Required)


  • English (Required)