Posted:
4/15/2026, 7:15:35 AM
Location(s):
Northampton, England, United Kingdom ⋅ England, United Kingdom
Experience Level(s):
Senior
Field(s):
Customer Success & Support
Workplace Type:
On-site
Diversey – A Solenis Company
Diversey supports customers across a wide range of industries with innovative cleaning and hygiene technologies, including floor care machines, cleaning tools, and advanced chemical solutions for the Food & Beverage sector. As part of Solenis, we continue a century-long legacy of protecting what matters most: people, resources, and the planet.
We are currently looking for an experienced Technical Customer Service Lead to drive superior customer experiences and operational excellence.
Position Summary
The TCS Lead plays a pivotal role in ensuring that Diversey delivers outstanding service to internal and external customers. This position is responsible for developing, implementing, and monitoring strategies that enhance service quality, improve customer satisfaction, and promote a culture of continuous improvement across all service channels.
Key Responsibilities
Manage the Dispensing and Dosing Engineers via Regional Engineering Managers
Manage the Business Partner to achieve all Key Performance Indicators
Review service issues an create solutions and strategies for Dispensing & Dosing and TASKI
Analyze customer feedback, service metrics, and industry best practices to identify areas for improvement and recommend actionable solutions.
Collaborate with cross-functional teams to streamline processes, resolve service challenges, and ensure alignment with company goals.
Act as conduit between Shared Service Centre and UK & Ireland business
Monitor service delivery performance through key performance indicators (KPIs) and prepare regular reports for management review.
Manage and coordinate all rollouts to ensure excellence.
Monitor stock levels and availability to maximise 1st time fix
Manage all contractor relationships to ensure Diversey is the 1st choice to work with (invoicing, insurance, health and safety)
Create reporting suite for all Global Strategic Accounts and National Accounts
Qualifications
Minimum of 3 years’ experience in a technical customer service, service quality, or process improvement role.
Strong analytical and problem-solving skills with proficiency in data analysis and reporting tools.
Excellent communication, interpersonal, and presentation abilities.
Demonstrated ability to lead initiatives and influence stakeholders at all levels.
Key Competencies
Customer Focus
Collaboration and Teamwork
Continuous Improvement
Results Orientation
Adaptability
Attention to Detail
Emotional Intelligence
We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you.
At Diversey - Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits, and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, consider joining our team.
Diversey - Solenis is proud to be an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, and will not be discriminated against because of disability.
Website: https://www.solenis.com/
Headquarter Location: Wilmington, Delaware, United States
Employee Count: 10001+
Year Founded: 1907
IPO Status: Private
Last Funding Type: None
Industries: Chemical ⋅ Industrial ⋅ Manufacturing
Visa Sponsorship: Sponsors work visas