Team Leader – Customer Service Operations

About the role

The Team Leader will oversee a group of Customer Experience Advisors, ensuring that customers receive exceptional service across a digital platform. This role combines leadership, performance management, and quality assurance to drive both team and business success.

Key responsibilities

• Lead and motivate a team of advisors to exceed customer expectations and meet sales conversion targets.
• Coach, develop and manage performance in line with the company’s Performance Management and Quality frameworks.
• Communicate updates, policies and training requirements through regular team meetings and other channels.
• Monitor and ensure compliance with client digital KPIs, quality benchmarks and customer scoring metrics.
• Handle escalated customer queries and provide feedback during client workshops to improve service journeys.
• Maintain and cascade relevant Capita policies, health & safety procedures, and company values.

Required profile

• Proven ability to lead, motivate and develop a customer‑service team.
• Strong communication skills for delivering feedback, training and policy updates.
• Experience managing performance, quality standards and handling escalations.
• Commitment to living company values and promoting a customer‑centric culture.

Required skills

What we offer

• Opportunity to work within a leading energy provider’s customer service operation.
• Access to ongoing training and competency programmes.
• Supportive environment that values leadership and continuous improvement.