Customer Experience Team Leader

Teya; Greater London; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

GymPass access

Maternity & paternity leave

Cycle-to-Work Scheme

Health Insurance

Life Insurance

Pension Scheme

25 days annual leave

Office snacks

Central London office

Job summary

Teya is seeking a Team Leader for our Customer Relations pod in Central London. You will coach a team of up to 10 agents, ensure warm and effective interactions, and deliver on quality and customer satisfaction targets.

You’ll collaborate cross-functionally with Product, Supply Chain, and Sales to fix root causes and improve the overall customer journey while coaching, onboarding and developing your team to sustain high performance under pressure.

Qualifications

• Experience leading a team in a contact centre or customer service environment.
• Proven coaching to improve both metrics and customer interaction quality.
• Fluent English, written and spoken.

Responsibilities

• Lead and develop a team of up to 10 Customer Relations Agents.
• Set standards for heartwarming hospitality on your team.
• Manage day-to-day performance against quality, productivity, and CSAT targets.
• Act as escalation point for complex or sensitive customer cases.
• Run onboarding, training, and ongoing skill development for your team.
• Monitor rota, attendance and workload to keep coverage consistent.
• Spot recurring themes and feed back to Head of Customer Relations and wider business.
• Work cross functionally with Product, Supply Chain, Customer Due Diligence, and Sales.
• Report on team KPIs and contribute to wider Customer Relations planning.

Skills

Team leadership

Coaching

Customer service

Performance management

Cross-functional collaboration

English fluency

Job description

Teya is seeking a Team Leader for our Customer Relations pod in Central London. You will coach a team of up to 10 agents, ensure warm and effective interactions, and deliver on quality and customer satisfaction targets.

You’ll collaborate cross-functionally with Product, Supply Chain, and Sales to fix root causes and improve the overall customer journey while coaching, onboarding and developing your team to sustain high performance under pressure.