Customer Relations Leader

The role

You will lead a pod of up to 10 Customer Relations Agents. You will coach the team to deliver heartwarming hospitality and manage performance against quality and satisfaction targets.

What you will do

• Coach and develop a team of up to 10 Customer Relations Agents through regular 1-1s, call and chat listening, and real-time feedback.
• Model heartwarming hospitality and hold agents accountable to it.
• Manage day-to-day performance against quality, productivity and Member satisfaction targets.
• Be the escalation point for complex or sensitive Member cases.
• Run onboarding, training and ongoing skill development.
• Manage scheduling, attendance and workload across the pod.
• Identify recurring themes and friction points and feed them back to the business.
• Work with Product, Supply Chain, Customer Due Diligence and Sales to tackle issues behind avoidable Member contact.
• Report on team KPIs and contribute to wider Customer Relations planning.

Required qualifications

• At least one year’s experience leading a team in a contact centre or hospitality environment.
• Fluency in English, spoken and written.
• The right to work in the UK.
• The ability to work 40 hours a week from our London office, five days a week.

Nice to have

• Leading a team in a contact centre
• Leading a team in hospitality

Benefits

• 25 days of paid annual leave, plus UK bank holidays.
• Bupa private healthcare and life insurance.
• Employer pension contributions through our company pension scheme.
• Free gym membership through Wellhub.
• One-to-one therapy sessions, meditation and digital fitness and nutrition apps.
• Enhanced maternity and paternity leave.
• Cycle-to-Work Scheme.
• Office snacks every day.

Before you apply

• The right to work in the UK.

About the company

Teya is building a financial platform for local businesses across Europe, bringing together payments, business accounts and other business tools.