CS Team Lead

As a UK Customer Team Lead, you’ll play a pivotal role in shaping the day‑to‑day experience of both our customers and our support agents. You’ll lead from the front—coaching, mentoring, resolving escalations, and ensuring our teams consistently deliver outstanding service.

You’ll be a trusted people manager who protects and champions our culture and values, keeps teams engaged and motivated, and drives performance through best‑practice operations and data‑led decision making. Operating with a high level of autonomy, you’ll make confident decisions while knowing when to collaborate with your manager for guidance.

• Leading and developing a team of 5–10 Customer Support Agents, creating individual development plans and managing performance
• Acting as the first point of escalation for complex customer issues, complaints, and agent support needs
• Driving performance against KPIs through real‑time coaching, feedback, and training
• Managing attendance, scheduling, overtime, holidays, and shift adjustments in line with policy and legislation
• Delivering expert real‑time queue management, distributing agents across tools and systems to meet demandHosting daily start‑of‑shift huddles and leading weekly team meetings
• Monitoring agent adherence, productivity, and engagement using dashboards and performance data
• Supporting high‑volume periods by jumping into queues when needed
• Collaborating with Team Leads and Managers across locations to ensure seamless shift handovers and consistent service
• Standing in for the Customer Support Manager when required
• Using data and insights to identify trends, resolve issues, and drive continuous improvement in the customer journey
• Presenting and speaking confidently about team performance and results

• 2+ years’ experience as a Manager, Supervisor, or Team Leader
• Experience in a fast‑paced, customer‑facing environment
• Strong background in complaint handling and escalations
• Proven performance management experience
• Excellent written and verbal communication skills
• Confidence using CRM systems and learning new tools quickly
• A proactive, solution‑focused mindset with strong problem‑solving skills
• Ability to build trusted relationships and inspire high performance

Desirable

• Experience leading large teams across varied shift patterns
• Strong understanding of data analysis and performance metrics
• Coaching and mentoring experience