Team Leader – Customer Service

About the role

The Team Leader is the heartbeat of our customer service operation, responsible for building and guiding a high‑performing team of Customer Experience Advisors. You will ensure that customers receive exceptional service on our digital platform while driving team performance against company and client KPIs.

Key responsibilities

• Lead, motivate and supervise a team of advisors to exceed customer expectations.
• Coach and develop team members to meet sales conversion, quality and performance targets.
• Manage performance through the Performance Management and Quality frameworks, including regular feedback and corrective actions.
• Conduct team meetings, handle escalated customer interactions and communicate updates effectively.
• Ensure compliance with client digital KPIs, attend client workshops, and provide feedback on journey improvements.
• Maintain quality standards, participate in calibration sessions and deliver 1:1 and group coaching.
• Stay up‑to‑date on campaigns, products and client processes to support accurate query handling.
• Implement and cascade Capita policies, report health & safety incidents and champion company values.

Required profile

• Proven experience leading a customer service or call‑center team.
• Strong understanding of digital engagement and quality assurance frameworks.
• Ability to motivate, coach and develop staff to achieve KPI targets.
• Excellent communication skills for team briefings and client interactions.
• Commitment to health & safety and company policy compliance.

Required skills