[Hiring] Customer Service Team Leader @Capital on Tap

Role Description

As a Team Leader, your role is to drive performance, engagement, and development within your team while creating a supportive and accountable culture. Your success will be reflected in your team’s performance, satisfaction, and wellbeing.

• 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.

Qualifications

• Natural leadership ability with resilience to manage a dynamic out-of-hours team.
• Contact centre experience (financial services experience is a bonus).
• 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.
• Track record of delivering strong results (shift or unsociable hours experience is a plus).

Requirements

• Fixed 5.30pm - 2.00am Monday - Friday.

Interview Process

• 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.

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.

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.
• 🍫 Free drinks and snacks in our offices.