Customer Service Team Leader

The role

You will lead a team of around 10 agents to deliver customer and business outcomes. You will develop team capability through coaching and support the Customer Service Manager with departmental improvements.

What you will do

• Lead a team of around 10 agents to deliver exceptional customer and business outcomes.
• Develop team capability through 1:1s, coaching, huddles, and team meetings.
• Support the Customer Service Manager in delivering positive departmental improvements.
• Build strong relationships with internal stakeholders.
• Act as an escalation point for team support, particularly during out-of-hours shifts.
• Remove barriers preventing agents from delivering excellent service.

Required qualifications

• Natural leadership ability with resilience to manage a dynamic out-of-hours team.
• Contact centre experience.
• Passion for coaching and developing others with proven coaching success.
• Strong attention to detail and ability to identify process improvements.
• Comfortable analysing and using basic data to support decisions.
• Growth mindset with confidence giving and receiving feedback, including managing up.

Nice to have

• financial services experience
• shift or unsociable hours experience

Benefits

• Private Healthcare including dental and opticians services through Vitality
• Worldwide travel insurance through Vitality
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• Salary Sacrifice Pension Scheme up to 7% match
• Octopus EV Salary Sacrifice Scheme
• 28 days holiday (plus bank holidays)
• Annual Learning and Wellbeing Budget
• Enhanced Parental Leave
• Cycle to Work Scheme
• Season Ticket Loan
• 6 free therapy sessions per year
• Dog Friendly Offices

Before you apply

• Stage 1: 30-minute video interview with Talent Partner
• Stage 2: 60-minute in person interview with the Manager of Customer Service Midnights Team
• Final stage: 60-minute leadership and cultural fit with our Head of Customer Service

About the company

Capital on Tap is a financial platform that offers a business credit card, SME-focused spend management platform, and a savings product. They have 1,000+ employees and 200,000+ customers.