Contracts Customer Care Team Leader – West Riding of Yorkshire

Location: West Riding of Yorkshire
Salary: £35,000 - £40,000 + Quarterly Bonus
Employment Type: Permanent / Full-Time

About the Client

KBB Recruitment are representing a growing Contracts division.

This is an exciting opportunity to join a growing Contracts team and play a key role in delivering an outstanding customer experience to housebuilders and main contractor customers.

About the Role

As a Contracts Customer Care Team Leader, you will be responsible for leading, supporting and developing the Customer Care Team, ensuring consistently high levels of service across the Contracts division.

You will manage a team of Customer Care Advisors, providing clear direction, support and accountability while driving performance against agreed service levels and business objectives.

You will also work closely with key stakeholders across the business to identify opportunities for continuous improvement, develop processes and support the continued growth of the Contracts division.

Key Responsibilities

• Lead, motivate and support the Customer Care Team to consistently meet agreed SLAs and service standards.
• Set clear and achievable objectives, monitoring performance and driving continuous improvement.
• Monitor, analyse and report on team performance, identifying trends and areas for development.
• Conduct regular one-to-one meetings, performance reviews and employee meetings.
• Take ownership of team performance and proactively address challenges and customer issues.
• Act as a senior point of escalation, ensuring customer concerns are resolved effectively and professionally.
• Identify training and development needs and support team members in building their knowledge, skills and confidence.
• Work closely with internal stakeholders to support new processes, operational improvements and future growth.
• Attend stakeholder meetings relating to customer service, performance and process reviews.
• Share feedback and develop improvement plans with other areas of the business.
• Create and maintain a positive, accountable and high-performing team environment.
• Attend customer visits where required, representing the business professionally.
• Be flexible to travel between company locations when required.

Requirements / Skills

• Previous experience within the contract kitchen sector.
• Previous experience leading, managing or developing a customer service team.
• Strong understanding of customer service and relationship management.
• Excellent communication skills, both written and verbal.
• Strong organisational and time-management skills.
• Ability to prioritise effectively and manage competing demands.
• Comfortable working within a challenging, dynamic and fast-paced environment.
• Strong attention to detail.
• Excellent problem-solving and escalation management skills.
• A passion for developing and growing high-performing teams.
• Ability to work effectively across multiple locations.
• Full UK driving licence preferred due to occasional travel.

What’s on Offer

• Quarterly bonus.
• Permanent, full-time position.
• Leadership role with the opportunity to develop and support a high-performing team.
• Opportunity to influence customer service processes and operational improvements.
• Regular interaction with senior stakeholders and key customers.
• The chance to build a long-term career within a growing kitchen and Contracts business.

How to Apply

To apply, please send your CV or contact Amber on 01933 448877 for more information.

KBB Recruitment are acting as the employment agency for this position.