Customer Care Team Leader — Hybrid/Remote

Mint Velvet; High Wycombe; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

25 days holiday + bank holidays + your

Private health insurance

Life assurance

Discretionary bonus

Staff discount 50%

Induction & ongoing development

Yoga classes

Job summary

Mint Velvet is seeking a Customer Care Team Leader for a 12-month Fixed Term contract in High Wycombe. The role supports a hybrid or remote working setup, coordinating a team within the Customer Care department to deliver exceptional service to our customers.

You’ll lead, coach, and review performance, ensuring efficient workflows and high standards. The position offers progression opportunities within a growing, values-driven fashion brand.

Qualifications

• Experience in leading a customer care team or similar supervisory role.
• Excellent communication and interpersonal skills.
• Strong organisational and planning abilities; able to manage multiple priorities.

Responsibilities

• Champion exceptional customer care, ensuring the customer is at the forefront of all decision making.
• Provide team support, answering queries and identifying solutions.
• Independently resolve complex customer queries and complaints.
• Monitor the team’s workload and maintain a high level of service awareness.
• Identify frictions and improvements in the customer experience, raising issues and feedback as appropriate.
• Conduct regular 1:1 and performance reviews.
• Work collaboratively with the wider team and contribute to customer care objectives and initiatives.

Job description

Mint Velvet is seeking a Customer Care Team Leader for a 12-month Fixed Term contract in High Wycombe. The role supports a hybrid or remote working setup, coordinating a team within the Customer Care department to deliver exceptional service to our customers.

You’ll lead, coach, and review performance, ensuring efficient workflows and high standards. The position offers progression opportunities within a growing, values-driven fashion brand.