Customer Service Team Leader

📈Check out the development opportunities in the Customer Operations team.

🏡🏢This is an office based role, the Customer Operations team work from our Cardiff City Centre Office

What You’ll Be Doing
As a Team Lead, your key responsibility is to drive performance and growth within your team, fostering a supportive, transparent, and accountable environment. Your success is measured by your team’s performance, satisfaction, and wellbeing. You'll leverage your leadership skills to build a unique, ambitious culture, all while owning the goal of delivering industry-leading customer service

• Lead a team of 10-12 agents to achieve top outcomes for customers and the business.
• Support the Customer Operations Manager in driving positive department changes.
• Develop team skills through 1-1s, coaching, huddles, and meetings.
• Build strong relationships with key internal stakeholders.
• Act as an escalation point for team support when needed.
• Remove barriers that prevent agents from delivering excellent service.

We’re Looking For

• Previous experience in a contact centre is required
• Strong attention to detail and ability to spot when things aren’t working as planned.
• Experience in interpreting basic data sets.
• Willingness to make mistakes and learn from them, as shown in your role at CoT.
• Genuine care for team development, reflected in your interactions at CoT.
• Ability to give and receive constructive feedback, including ‘managing up’.
• Strong ambition to succeed, demonstrated by past wins in previous/current roles.

Diversity & Inclusion 🌈
We welcome, consider, and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

💷 £33,000 - £35,000 Depending on experience
🏥 Private Healthcare including dental and optician 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
🏖️ 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
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values, and mission here.

Interview Process 🤝

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Second stage: 60 minute interview with our Customer Operations Manager to assess experience and fit (In Person)
• Final stage: 45 minute interview with Head of Operations for overall fit (In Person)