{"id":3378618,"url":"https://alion.io/job/johnson-matthey-customer-services-team-leader","title":"Customer Services Team Leader","company":{"id":1799702,"name":"Johnson Matthey","domain":"matthey.com","url":"https://alion.io/company/matthey","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":26,"ghost_share":0,"stale_share":0.769,"repost_share":0,"time_to_fill_p50_days":36,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Royston, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":89000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":377},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:00:00Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-31T07:27:41Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Vacancy: Customer Services Team Leader\nLocation: Royston\nAt Johnson Matthey, your work will matter. As a Customer Services Team Leader, you’ll join a world leader in platinum group metals with over 200 years of history and innovation. You’ll help tackle the world’s biggest challenges - cutting emissions, powering modern society and enhancing lives - as we continue to apply, refine and recycle metals that matter, for a healthier and more resilient future.\nThe role:\nAs a Customer Services Team Leader, you will help drive our goals by:\nTo supervise all activities of the Customer Service Team, ensuring a proactive & effective delivery service to all levels of internal and external customers.\nTo supervise internal resource to provide coverage at all times, ensuring the delivery of outstanding customer service.\nTo lead and optimise the efficiency of the team to meet business objectives.\nTo ensure that current procedures for sales orders are met/exceeded; these include forecasting, budgeting, inbound or outbound order processing and progression, metal management (due date, pricing, funding), financial (credit control, contracted payment terms etc.), risk management, compliance with all legal and regulatory standards & policies (including ABC, Dual Use, & H & S etc.) to maximise customer satisfaction and safeguard the Company from risk.\nTo analyse trends of customer complaints working alongside the Quality department to review and investigate, and to formally present recommendations & implement corrective actions.\nTo work closely with the Outside Sales Team to ensure communication, responsiveness & understanding against commercial terms and responsibilities.\nRequirements for the role:\nHighly computer literate with strong Excel skills. - Essential\nAbility to prioritize workload of self and team, in a fast-paced, dynamic environment - Essential\nLeadership ability -to coach, motivate and drive performance across a team - Essential\nAbility to drive best practice for business without losing sight of the customer - Essential\nCustomer focused and passionate about customer experience - Essential\nExcellent communication & personal skills, including the ability to negotiate, influence and persuade at all levels - Essential\nHow you will be rewarded:\nWe offer a competitive compensation and benefits package including bonus, excellent pension contributions and 25 days annual leave (varies for shift-based roles).\nAt JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.\nJohnson Matthey is open for discussion on part time, job share and flexible working patterns.\nClosing date for applications: This job advertisement will be posted for a minimum of 2 weeks; early application is advised.\nFor any queries or should you have any accessibility requirements, please contact  who will work with you to implement suitable adjustments at any stage of the recruitment process. All conversations are treated in the strictest of confidence and we would appreciate your feedback to ensure we can provide an accessible and enjoyable recruitment process.\nTo submit your application, please click the \"Apply\" button online.\nAll applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise. Johnson Matthey respects your privacy and is committed to protecting your personal information.\nFor more information about how your personal data is used please view our privacy notice: Johnson Matthey Privacy Notice. By applying for this role and creating an account you are agreeing to the notice.\nJohnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.","description_format":"text","description_chars":4447,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Advanced Materials","Chemical Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-28T03:50:11Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-31T06:23:40+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":4,"expected_fill_days":36,"reasons":["conf:11","stale_co","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/johnson-matthey-customer-services-team-leader","json_url":"https://alion.io/job/johnson-matthey-customer-services-team-leader.json","meta":{"generated_at":"2026-10-31T15:52:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24791,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1799702},"rest":"https://alion.io/mcp/rest/get_company?id=1799702"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjohnson-matthey-customer-services-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjohnson-matthey-customer-services-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjohnson-matthey-customer-services-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/johnson-matthey-customer-services-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjohnson-matthey-customer-services-team-leader"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3378618}},{"tool":"search_jobs","arguments":{"company":"matthey.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3378618},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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