Customer Service Team Leader

Castrol is one of the world’s leading lubricant brands, serving customers and consumers in the automotive, marine, industrial and energy sectors. Castrol brands are recognised globally for their premium quality and high performance, shaped by the company’s commitment to innovation and cutting-edge technology. With products sold in more than 150 countries, Castrol has helped keep things moving on roads and racetracks, air, sea, and space for over 125 years. 

Whether you're just starting out or ready for your next big move, you're in the right place to explore an exciting career with Castrol.

Job description

As a Customer Service Team Leader, you will lead and support a team of approximately 12 customer service professionals, ensuring the delivery of high-quality, efficient and customer-focused service.

You will be responsible for overseeing day-to-day customer service operations, monitoring performance against agreed service levels and KPIs, and driving continuous improvement across processes and ways of working.

This role combines people leadership, operational management, customer service excellence and stakeholder management, providing an opportunity to make a direct impact on both team performance and customer experience.

About the team

Our Customer Service team is responsible for delivering efficient, high-quality and customer-focused support across day-to-day customer service and order management activities. The team works closely with customers, business partners, service providers and internal functions to ensure strong service delivery, effective issue resolution and continuous improvement across the customer journey.

Key tasks

• Lead and develop a team of approximately 12 Customer Service professionals, setting clear expectations, providing coaching and feedback, and fostering a collaborative, inclusive and high-performance environment.
• Oversee day-to-day customer service and order management operations, ensuring customer enquiries, orders and escalations are handled accurately and within agreed service levels.
• Monitor team performance against KPIs, service levels and business objectives, identifying performance gaps and taking appropriate action to improve delivery.
• Act as an escalation point for complex customer and operational issues, ensuring effective resolution and strong customer outcomes.
• Drive continuous improvement and process standardisation, identifying root causes, addressing recurring issues and embedding Global Process Standards within the team.
• Partner with internal stakeholders, customers, business partners and service providers to resolve operational issues and improve end-to-end service delivery.
• Support workforce planning, resource allocation, compliance, audits and risk management to ensure effective and sustainable service operations.
• Build team capability through coaching, development, performance management and succession planning, encouraging ownership, continuous learning and operational excellence.

Experience required

• Previous experience leading a Customer Service, Order Management or similar operational team, ideally in a customer-facing environment.
• Proven experience in people leadership, including coaching, performance management and supporting employee development.
• Strong understanding of customer service operations, order management processes and service delivery.
• Experience using KPIs, service levels and operational metrics to monitor performance and drive improvements.
• Demonstrated ability to manage customer escalations and complex operational issues, using sound judgement and a structured approach to problem solving.
• Experience identifying process improvements and root causes, with the ability to implement practical and sustainable solutions.
• Strong communication and stakeholder management skills, with the ability to collaborate effectively across different teams and functions.
• A strong commitment to customer experience, compliance, accountability and operational excellence.
  

Privacy

The Castrol entity recruiting for this role is the data controller for the personal information you provide. We use it to assess your application and to manage the recruitment and onboarding process. We may share it with service providers who support our recruitment, and it may be transferred to other Castrol entities internationally under appropriate safeguards. We keep it only for as long as necessary. For details of how we use your information and your data protection rights, contact privacy.response@castrol.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, socioeconomic status, neurodiversity/neurocognitive functioning, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to Castrol recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.).

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.