Remote job
Customer Service Team Leader
Job details
About this role
Role overview
Lead a team of around 10 customer service agents supporting small business customers. The role focuses on team performance, coaching, engagement, and service quality, while helping remove obstacles and contribute to improvements across the wider customer service function.
Responsibilities - Lead and support a team of agents, setting clear expectations for customer outcomes and day-to-day performance. - Develop team members through regular one-to-ones, coaching, huddles, and team meetings. - Act as an escalation point, including during out-of-hours shifts, and help agents resolve challenging situations. - Identify and address barriers that prevent the team from delivering effective service. - Work with internal stakeholders and support the Customer Service Manager on departmental improvements. - Use team results and basic data to spot opportunities to improve processes and service delivery.
Requirements - Contact centre experience and the resilience to lead a dynamic team on an out-of-hours schedule. - A track record of coaching and developing others successfully. - Natural leadership ability and confidence giving and receiving constructive feedback. - Strong attention to detail and an interest in finding process improvements. - Comfort using basic data to inform decisions and assess performance. - Evidence of delivering strong results; experience with shifts or unsociable hours is helpful.
Nice to have
Experience in financial services is a plus.
Benefits and work setup
The role is remote, with flexibility to attend an office in Cardiff when required. The fixed schedule is Monday to Friday, 5:30 p.m. to 2:00 a.m. Benefits listed include private healthcare, worldwide travel insurance, a pension scheme with up to 7% matching, 28 days of annual leave plus public holidays, enhanced parental leave, an annual learning and wellbeing budget, and six therapy sessions per year. Other listed options include salary sacrifice schemes, a season ticket loan, anniversary rewards, and office refreshments.