CUSTOMER SERVICE TEAM LEADER

LeMieux has an exciting opportunity for an experienced Customer Service Team Leader looking for a new challenge in a fast-growing global equestrian company.
We have an ambitious vision and are looking to add to our 180-strong HQ team to achieve it. You’ll be working alongside Sales and Customer Service to achieve world class Customer Service and ultimately, help make LeMieux the most exciting equestrian brand on the planet.

SUITABLE APPLICANTS WILL DISPLAY THE FOLLOWING SKILLS AND EXPERIENCE:

• Proven experience in a customer service supervisory or team lead role, preferably within a fast-paced trade and/or retail environment
• Strong organisational skills with the ability to manage team schedules, delegate tasks, and prioritise workloads effectively
• Confident in training, inducting, mentoring, and supporting new and existing team members
• Excellent communication skills, both written and verbal, with the ability to liaise effectively across departments including Warehouse, Ecommerce, and Marketing
• Ability to monitor and manage order flow, identifying and resolving issues promptly in collaboration with other departments
• Strong problem-solving skills and attention to detail, particularly when handling courier claims, system issues, and process improvements
• Proactive approach to identifying team development opportunities and contributing to the continuous improvement of customer service operations
• Sound understanding of customer service metrics and best practices
• Comfortable working with CRM systems, order management platforms, and Microsoft Office applications
• Awareness of marketing activities (e.g. brochure drops, product launches, promotions) and the ability to prepare and inform the team accordingly
• Equestrian knowledge or experience is essential in this role

OTHER REQUIREMENTS:

• Strong sense of initiative and accountability
• A positive, professional, and team-oriented attitude
• Flexible and adaptable approach to work
  This is a site-based role, so applicants will be required to have their own transport and live within a commutable distance of our offices in Romsey.

ABOUT US

LeMieux’s committed global trade and distribution network, vibrant customer and rider community, unrivalled technical expertise and specialist colour flair have made our rapid growth possible. We think constantly about the horse and rider, solving their problems and improving their experiences, and we apply exacting standards to all of our products and practices. We’re strengthened by our diverse talents, with innovation at the heart of our global network, led from our purpose-built HQ on the edge of the New Forest.

OVERVIEW

At LeMieux, we’re all equestrians, whether we ride or not. Hard graft is part and parcel of life with horses, and this ethos drives everything we do. If you share our energy, grit, determination, and passion to get things done, you’ll fit right in.
We’re growing fast. Are you motivated by new experiences, ready to try new things and excited by change?
We’re looking for exceptional people with diverse talents who are ready to immerse themselves in our unique world. You’ll need to chase innovation, trade in ideas, be exacting about detail, share your journey, and obsess about inspiring our global community of riders and their horses.
Does this sound like you?

ROLE OVERVIEW:

Reporting into the Customer Service Manager, as Customer Service Team Leader, you will be leading the way in providing excellence in Customer Service to both internal and external stakeholders. Maintaining up to date company and product knowledge you will help with the support and develop of a best-in-class team.

KEY RESPONSIBILITIES INCLUDE:

• Organising the day-to-day schedules and workloads for Customer Service Partners
• Training and induction of new team members and ongoing support and mentoring
• Ensure Customer Service tasks are prioritised efficiently and completed within required time frame
• Monitor trade and retail order flow and liaise with the warehouse, communicating any identified issues to Warehouse/Stock controller
• Work closely with other areas of the business to support and ensure continuous improvement of the business
• Highlight any website issues to the Ecommerce Department
• Monitor courier claims
• Remain informed of the marketing calendar for brochure drops, product launches, sales etc. and ensure the rest of the team are up to date and prepared for upcoming events.
• Ensure staff are trained on new products and launches and product changes.
• Identify and communicate any issues with systems or staffing etc. to the Customer Service Manager
• Work with the Customer Service Manager to continue to develop and grow the customer service team.
• Work with the Customer Service Manager to look for opportunities for continuous improvement within the team.

From financial security to time with your loved ones (on two legs or four), we continually invest in our employees. Benefits vary by role, but you can expect:

• Company pension
• Free on-site parking
• Casual attire
• Generous holiday allowance
• Health & Wellbeing app
• Staff discoun