Morgan McKinley Northern Home Counties is proud to partner with a growing business in Corby to recruit a proactive and commercially aware Customer Service Team Leader, skilled in leading multi-channel teams and ensuring excellent customer experience. Customer Service Team Leader / Corby RoleAs a key member of the business, the Customer Service Team Leader will take ownership of the multi-channel Customer Service function, overseeing a team that supports major UK retail accounts (Screwfix, BandQ, Argos, Toolstation), marketplaces, and D2C website orders. You will ensure orders are processed accurately, SLAs are met, and all enquiries are handled with urgency and professionalism, working closely with Sales, Logistics, Product, and Finance. Responsibilities include: Leading, coaching, and mentoring the Customer Service team to ensure timely and accurate handling of enquiries, orders, replacements, and returns. Allocating workload, monitoring ticket queues, and maintaining SLAs across email, phone, retail portals, marketplaces, and live chat. Managing escalated issues for key retail accounts and high-priority customers, including refunds, carrier investigations, and replacement processing. Overseeing retailer portal workflows, liaising with warehouse/3PL partners, and managing marketplace cases (Amazon, eBay) including returns, claims, and feedback. Identifying service bottlenecks, error patterns, and training needs, and leading process improvements. Maintaining and improving SOP