Customer Service Team Leader

About the role

This is a hands-on hybrid role that combines leadership of the internal sales / customer service function with direct ownership of the quoting and sales pipeline, alongside a strong mandate to review and improve the processes that support both.

The role is deliberately balanced and flexible: the successful candidate will move between quoting, pipeline management, internal sales leadership, and process improvement as demands dictate, rather than working to a fixed split. On any given day the priority may be pricing a tender-critical quotation, driving follow-up on the open pipeline, leading the customer service team through a busy order period, or identifying and implementing improvements to customer service.

Key responsibilities

• Prepare accurate, well-presented quotations for technical insulation supply across industrial, commercial, marine and resources projects, including take-offs from drawings and specifications where required.

• Price quotations within company margin guidelines, applying freight, fabrication and packaging costs correctly.

• Manage quote turnaround times to agreed service standards and prioritise high-value and tender-critical enquiries.

• Liaise with suppliers on availability, lead times and buy pricing to support quotation accuracy.

• Maintain complete and accurate customer records in ERP/CRM.

• Manage quotation pipeline end-to-end: ensure every quote is followed up under the company's structured follow-up procedures, and that outcomes (won / lost / no decision) are captured.

• Drive quote conversion as a primary KPI — identify stalled opportunities, re-engage customers, and escalate strategic opportunities to the Managing Director.

• Monitor open sales orders and coordinate drawdown follow-ups on standing orders with key accounts.

• Produce weekly pipeline and sales activity reporting as input to the weekly management meeting, including headline sales, pipeline value, conversion rates and follow-up coverage.

• Lead, roster and develop a small customer service team across on-site, remote and part-time arrangements, setting clear daily priorities and service standards and improvements.

About you

• Demonstrated experience in an internal sales, estimating or sales office leadership role within building products, industrial supplies, or a related technical distribution / wholesale environment.

• Proven ability to prepare and price quotations for technical products, including interpreting specifications and managing margin.

• Track record of managing a sales pipeline with follow-up and measurable conversion outcomes.

• Experience leading or supervising a small team, including remote staff.

• Strong ERP/CRM literacy.

• Commercially sharp, organised, and comfortable being accountable for numbers.

• Knowledge of insulation, HVAC, fire protection, or mechanical building services products (desirable).

• Experience with take-offs from construction drawings (desirable).

• Exposure to tendering into commercial, industrial or resources projects (desirable).

About us

Specialist technical insulation distributor , supplying insulation systems into the industrial, marine, commercial, resources and defence sectors including in-house CNC fabrication.

Benefits

• A senior, visible role reporting directly to the Managing Director with genuine influence over how the sales function is built.

• A profitable, growing business with national expansion underway and tier-1 project credentials.

• Autonomy and accountability — the role has room to grow into a broader sales leadership position as the business scales.