Team Leader - Plumbing Sales & Service

About the role

We are looking for an experienced and customer-focused Team Leader to join our plumbing sales & service team. This role is responsible for leading the day-to-day operations of our spare parts and after sales service counter, ensuring customers receive knowledgeable, efficient and professional support. You will be the key point of contact between customers, tradespeople, suppliers and internal teams, while supporting your team to deliver outstanding service and accurate solutions.

Key responsibilities

• Lead, coach and support the service counter team to achieve high standards of customer service.

• Manage the daily operation of the plumbing spare parts and after sales service counter.

• Assist customers with product enquiries, spare parts identification, warranty claims and after sales support.

• Coordinate service requests, repairs, returns and replacement parts.

• Ensure spare parts are correctly identified, ordered, received and supplied.

• Handle escalated customer enquiries and resolve issues in a professional and timely manner.

• Monitor workloads, priorities and team performance to ensure service standards are met.

• Maintain accurate records of service enquiries, warranty claims, orders and customer interactions.

• Support inventory control and ensure the counter and spare parts area are organised and well maintained.

• Identify opportunities to improve processes, customer experience and team efficiency.

We are looking for someone who combines strong leadership skills with practical plumbing product knowledge and a genuine commitment to customer service.

You will ideally have:

·         Previous experience in a team leader, supervisor or senior customer service role.

·         Experience within plumbing, building supplies, hardware, trade services or a similar industry.

·         Experience handling after sales service, warranty claims and product returns.

·         Excellent communication and problem-solving skills.

·         The ability to confidently deal with customers, tradespeople, suppliers and manufacturers.

·         Strong organisational skills and attention to detail.

·         The ability to prioritise multiple tasks in a busy service environment.

·         A proactive approach to coaching and developing team members.

·         Competent computer and administration skills.