Customer Relations Leader

TN United Kingdom; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Relations Leader to join their passionate team in London. This role involves leading a team of Customer Relations Agents, ensuring high-quality service and performance metrics are met. You will coach and mentor team members, foster a collaborative environment, and identify improvements in processes to enhance customer experiences. With a focus on operational excellence, this position offers a unique opportunity to make a significant impact in a supportive and dynamic workplace. Join a company that values its employees and promotes a positive team culture.

Benefits

Health and Life Insurance

Pension Scheme

25 days of Annual Leave (+ Bank Holidays)

Cycle-to-Work Scheme

Physical and mental health support

Office snacks every day

Friendly office environment

Qualifications

• Experience in customer support or operations within a fast-paced environment.
• Strong operational mindset and ability to track metrics.

Responsibilities

• Lead a team of Customer Relations Agents and monitor performance metrics.
• Coach team members and provide structured training sessions.

Skills

Customer Support Experience

Leadership Skills

Coaching and Mentoring

Operational Management

Communication Skills

Problem-Solving

Attention to Detail

Job description

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What will you be doing?

We are seeking a dedicated and hands-on Customer Relations Leader to join our passionate CR team. In this role, you’ll lead a team of Customer Relations Agents, ensuring their performance, quality of support, and training are aligned with Teya’s mission to empower small and medium-sized businesses. You’ll balance team management with day-to-day operations, driving excellence through strong routines, clear metrics, and high-quality interactions. As a Customer Relations Leader, you are the team’s go-to person for guidance, support, and communication, and you play a crucial role in identifying and proposing improvements to internal processes that make agents’ work more effective and merchants’ experiences more seamless.

To do that, we’re looking for someone to:

• Lead a team of Customer Relations Agents, monitoring key performance metrics and ensuring routines are followed to maintain high-quality service.
• Coach and mentor team members by providing feedback, on-the-job support, and structured training sessions that focus on continuous development.
• Own and coordinate communications to the team, making sure everyone is informed and aligned with changes, updates, or priorities.
• Monitor quality standards of merchant interactions, ensuring agents consistently deliver excellent service and follow internal guidelines.
• Proactively identify areas for improvement in team routines, tools, or processes, and propose actionable solutions to drive efficiency and effectiveness.
• Support the day-to-day operations by managing team schedules, resolving escalations, and jumping into operational tasks when needed.
• Foster a positive and collaborative environment where team members are motivated, supported, and committed to our mission.

Qualifications

What are we looking for?

You’ll be expected to lead by example, balance execution with management, and always keep the customer experience at the heart of your decisions. To succeed in this role, we’re looking for someone with:

• Experience in customer support or operations within a fast-paced environment, ideally in a leadership or coordination role.
• A track record of coaching and developing team members, including delivering training and feedback that drives individual performance.
• Strong operational mindset – able to manage schedules, track metrics, and ensure routines are followed to keep performance on track.
• Excellent communication skills, both for internal coordination and team-wide updates.
• A problem-solving mentality, with the ability to quickly identify issues and suggest solutions that improve workflows and agent experiences.
• High attention to detail, organisational skills, and the ability to manage multiple priorities in a dynamic setting.
• A collaborative, people-first attitude and a desire to build a strong, supportive team culture.

Additional Information

The Perks

• Physical and mental health support through our partnership with GymPass, giving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness and nutrition apps;
• Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support;
• Cycle-to-Work Scheme;
• Health and Life Insurance;
• Pension Scheme;
• 25 days of Annual Leave (+ Bank Holidays);
• Office snacks every day;
• Friendly, comfortable and informal office environment in Central London.