Customer Care Team Lead - Inspire, Coach & Grow

Orbit Group; Coventry; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading community-focused organization in Coventry is seeking a Customer Care Team Leader to inspire and guide a team of Customer Care Advisors. This role emphasizes exceptional customer service, team empowerment, and operational efficiency. Ideal candidates will have proven experience in leading customer service teams, strong coaching abilities, and skills in data analysis. Join us to make a real difference while enjoying opportunities for professional growth and development. The position provides flexibility and a supportive environment.

Benefits

Flexible working opportunities

Training programmes and professional qualifications

Qualifications

• Experience leading customer service teams in a fast-paced contact centre environment.
• Strong coaching and mentoring skills, with the ability to inspire and bring out the best in people.
• Confidence in managing performance, delivering feedback, and driving accountability.
• Proven ability to analyse data and customer insight to drive improvements.
• Strong communication and influencing skills, able to handle complex conversations with empathy.
• Good IT literacy and ability to use customer service systems effectively.
• Flexible and resilient, able to adapt to change and maintain focus under pressure.

Responsibilities

• Lead, coach, and deliver operations across customer contact channels.
• Engage colleagues and ensure efficient processes.
• Embodiment of the company values: respect, care, and achievement.

Skills

Leadership in customer service

Coaching and mentoring

Performance management

Data analysis

Strong communication

IT literacy

Resilience

Job description

A leading community-focused organization in Coventry is seeking a Customer Care Team Leader to inspire and guide a team of Customer Care Advisors. This role emphasizes exceptional customer service, team empowerment, and operational efficiency. Ideal candidates will have proven experience in leading customer service teams, strong coaching abilities, and skills in data analysis. Join us to make a real difference while enjoying opportunities for professional growth and development. The position provides flexibility and a supportive environment.