Internal Account Support - Team Leader

Internal Account Support - Team Leader | £45,000 + Bonus 

We’re supporting our client on their search for an Internal Account Support Team Leader to take charge of a dynamic team within a forward-thinking solutions business. If you’re passionate about delivering exceptional customer service, thrive on improving performance, and enjoy leading from the front, this is your opportunity to make a real difference.

You’ll be joining a company that operates on a global scale. Every day brings new challenges, and your leadership will be key to keeping operations smooth, customers satisfied, and standards consistently high.

What’s in it for you?

• Monthly profit share bonus scheme
• Holiday buy-back scheme
• Company sick pay
• Free onsite parking
• Perks at Work discount scheme
• Free lunch every Friday
• Charity dress-down every Friday
• Cycle to Work scheme
• Complimentary birthday vouchers
• Subsidised workplace massage
• Eye care vouchers
• Employee Assistance Programme (EAP)
• Regular company social and corporate events

Key Responsibilities:

Leading & Managing:

• Overseeing the productivity and performance of the Internal Account Support team
• Setting clear expectations and driving consistent delivery against targets
• Conducting regular 1:1s, coaching and supporting team development
• Managing the shared inbox and delegating tasks effectively
• Handling escalations and customer complaints with a solution-focused approach
• Monitoring KPIs and implementing improvements where needed

Driving Performance:

• Taking ownership of the full customer interaction lifecycle
• Ensuring all delivery queries and issues are resolved within SLA
• Analysing root causes and implementing long-term fixes
• Collaborating with warehouse, purchasing, and client relationship teams
• Ensuring accurate and timely order processing through CRM and ERP systems

Inspiring Your Team:

• Creating a positive, engaged, and high-performing team culture
• Coaching and mentoring individuals to support career growth
• Encouraging collaboration across departments
• Leading by example in delivering outstanding customer service

Experience required:

• Proven experience in a team leader or supervisory role within a customer service or account support environment
• Strong understanding of KPIs and performance management within a distribution or supply chain setting
• Confident communicator with excellent problem-solving skills
• Experience using CRM/ERP systems and managing workflows
• A proactive, organised, and detail-oriented approach
• Ability to stay calm and decisive in a fast-moving environment

If you’re ready to step into a leadership role where you can truly make an impact, we’d love to hear from you. Please call Ellie at Rubicon for more information.