Customer Care Team Lead (Phone Channel)

Untamed | B Corp™; United Kingdom; On-site; GBP 27,000; Full time

Job summary

A leading premium cat food company, Untamed | B Corp™, is seeking a passionate Customer Care Team Lead to enhance their phone support operations. The role includes managing a team of remote agents to ensure customer satisfaction, with a commitment to quality service. Offering an annual salary of £27,000, this full-time position emphasizes leadership, training, and a dedication to customer and cat welfare.

Benefits

Private Healthcare

Pension with employer contributions

25 days of annual leave

Learning & Development budget

Monthly Wellness contribution

Free Counselling & Mental Health Care

Unlimited professional and personal coaching

Paid charity days

Peternity Leave

28 working days sabbatical after 4 years

Discounts on Untamed products

Qualifications

• 3+ years in customer care, with 1+ years leading phone support team.
• Strong coaching and QA experience.
• Comfortable leading remote teams.

Responsibilities

• Manage and coach phone support team.
• Monitor key phone metrics like CSAT and resolution rate.
• Ensure all phone interactions align with brand values.

Skills

Coaching

Performance Management

Customer Satisfaction

Verbal Communication

Tools

CRM tools

Phone Analytics Tools

Job description

Join to apply for the Customer Care Team Lead (Phone Channel) role at Untamed | B Corp

Join to apply for the Customer Care Team Lead (Phone Channel) role at Untamed | B Corp

This range is provided by Untamed | B Corp. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Untamed | B Corp

Hours: Full-time, Monday to Friday, 9am to 6pm

About Us

Untamed is a premium cat food company dedicated to providing high-quality nutrition for cats. We’re a fast-growing eCommerce business based in London with a passionate customer base and an uncompromising commitment to excellence — both in our products and our service. As we continue to grow, we’re looking for a driven and passionate Customer Care Team Lead to elevate our phone support function.

About the Role

We’re looking for an experienced, people-first Team Lead to manage our Phone Support function within our Customer Care department. You’ll manage a team of remote agents dedicated specifically to phone support. Your mission is to ensure that every customer call delivers the kind of service that sets us apart; compassionate, friendly, and deeply customer-cat focused.

Lead the Phone Support Team

• Manage and coach our phone support team.
• Conduct regular QA of calls and 1:1s.
• Deliver tailored onboarding and ongoing training for phone agents.
• Build a culture centred on customer satisfaction and genuine compassion and interest in our customers and their cats.
• Take customer calls regularly to stay hands-on, lead by example, and stay deeply connected to the customer experience.
• Personally handle complex or escalated calls with professionalism and care.
• Ensure all phone interactions align with our brand and service values.

Performance & Reporting

• Own and track key phone metrics: call volume, handling time, CSAT, resolution rate, etc.
• Use performance data to identify areas for improvement.
• Share insights with leadership to inform broader CX strategy.

Operational Oversight

• Monitor real-time queues and adjust workflows as needed.
• Collaborate with other Team Leads (e.g. Email Support) to ensure cross-channel consistency.
• Maintain and improve phone processes, guidance, and documentation.

What We’re Looking For

• 3+ years in customer care, with 1+ years leading a phone support team.
• Proven coaching and QA experience, with strong performance management skills.
• Comfortable leading remote teams and supporting hybrid team growth.
• Proficient in CRM and phone analytics tools.
• Excellent verbal communication and coaching abilities.

What We Offer

We are offering an annual salary of £27,000 as well as access to our benefits. At Untamed, our commitment to health and happiness doesn’t end with cats: we actively invest in the growth and development of the brilliant people who are helping to build our cat food revolution.

• MacBook/PC and any other tech you need to get going
• ️ Private Healthcare (with Dental & Optical Cover)
• Pension with employer contributions
• EMI-Approved Options Scheme
• ️ 25 days of annual leave (prorated for part-time roles), in addition to bank holidays and your birthday off.
• L&D budget to upskill you in areas you care about
• ️ Monthly Wellness contribution towards your fitness and health
• Free Counselling & Mental Health Care through Spill
• Unlimited professional and personal coaching through MoreHappi
• Paid charity days to give back to causes that matter most to you
• Peternity Leave to welcome a new pet to your home
• ️ 28 working days sabbatical (prorated for part-time roles) after 4 years with Untamed. Here another 4? Take it again!
• Huge discounts on all Untamed products for your furry friends

Please apply at the link below: https://untamed-1719321497.teamtailor.com/jobs/6026793-customer-care-team-lead-phone-channel

Thank you and we look forward to hearing from you!

We understand that one process does not fit all. Should you need any accommodations or adjustments to any stage of the application or interviews, please let us know the best way we can support you. We will do our best to make our hiring process accessible to you and further implement these accommodations in your everyday working life at Untamed.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Wholesale and Food and Beverage Services

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