B2C Team Leader

Chartered Institute of Legal Executives (CILEX); United Kingdom; Remote; GBP 35,000 - 50,000; Full time

Job summary

A leading legal organization is seeking a Team Leader for its B2C team, offering remote working with occasional meetings. This role involves inspiring a team of customer service executives, ensuring high service standards, and collaborating to refine processes. Ideal candidates will have proven customer service and team leadership experience, along with a Level 3 qualification. Benefits include generous annual leave and a commitment to professional development.

Benefits

25 days annual leave

Enhanced pension scheme

Employee Assistance Programme

Family friendly policies

Continuous professional development

Qualifications

• Proven experience in customer service within a multi-product environment.
• Prior team leadership or supervisory experience in a contact centre or customer service setting.
• Experience using CRM systems and digital communication platforms.

Responsibilities

• Supervise and support a team of B2C Executives.
• Handle complex customer interactions with professionalism.
• Oversee team workflows and collaborate on process improvements.

Skills

Customer service experience

Team leadership

CRM systems experience

Education

Level 3 qualification or equivalent experience

Tools

Digital communication platforms

Job description

Overview

B2C Team Leader - Remote with reasonable in-person meetings (approx. 9-12 a year)

Join us as a Team Leader to inspire and support a dynamic team of B2C Executives, driving exceptional customer service across all channels. Lead daily operations, coach performance, and foster a customer-first culture while collaborating across departments to continuously improve the customer experience.

Responsibilities

• Team Leadership & Performance: Supervise, support, and motivate a team of B2C Executives. Conduct regular 1:1s and performance reviews, providing coaching and development opportunities. Set daily priorities, monitor individual and team performance, and ensure KPIs and SLAs are met.
• Customer Service Excellence: Lead by example by handling complex or escalated customer interactions with professionalism. Champion a customer-first culture within the team, ensuring excellent service across all touchpoints (phone, email, live chat, portals). Monitor customer feedback, trends, and complaints, taking proactive steps to improve service quality.
• Operations & Process Management: Oversee day-to-day team workflows, ensuring tasks are allocated and managed efficiently. Collaborate with the Business Development Manager to review, improve, and implement processes. Maintain accurate records, reports, and CRM data to track performance and identify service improvements.

What we’re looking for

Essential:

• Proven experience in customer service within a multi-product environment.
• Prior team leadership or supervisory experience in a contact centre or customer service setting.
• Experience using CRM systems and digital communication platforms.
• Level 3 qualification or equivalent experience.

Desirable:

• Qualification in Advice & Guidance (e.g., NVQ Level 2/3).
• Experience in a regulated, professional membership or education/training organisation.

What we offer

• Remote working from anywhere in the UK, with occasional face-to-face meetings (approx. 9-12 a year)
• 25 days annual leave, plus bank holidays - increasing with length of service
• Enhanced pension scheme
• Employee Assistance Programme (EAP) and health-cash plan
• Family friendly policies
• A focus on wellbeing
• Continuous professional development, with our in-house Learning Hub

Who We Are

The Chartered Institute of Legal Executives (CILEX) is the professional association and governing body for over 17,000 Chartered Legal Executive Lawyers, paralegals and other legal practitioners. Our role is to enhance the role and standing of Chartered Legal Executives and all our members within the legal profession. With 40 years’ experience of delivering workplace learning and student support, CILEX Law School is a trusted market leader in legal education and training. As specialists in blended learning, we deliver the CILEX vision of driving greater diversity in the legal profession for the benefit of society.

Our Purpose

To develop, support and inspire a highly skilled body of legal professionals and make the UK legal sector more efficient, more representative and better able to serve society. We do this by innovating to deliver:

• Relevant high-quality training.
• Ongoing professional development.
• Advocacy for our members and the difference they can make.

We reserve the right to close the vacancy early if a high volume of applications are received, in order to maintain a positive candidate experience.

We are committed to ensuring that diversity, equality and inclusion are at the heart of our business and we welcome applications from all backgrounds. CILEX is a Disability Confident employer, as well as an Armed Forces Covenant signatory, with guaranteed interview for those who meet the essential criteria.