Customer Relations Team Lead | Heartwarming Support

Teya; Greater London; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

GymPass access

Maternity & paternity leave

Cycle-to-Work

Health & Life Insurance

Pension Scheme

25 days annual leave

Office snacks

Central London office

Job summary

Teya in London is seeking a Team Leader to lead a pod of up to 10 Customer Relations Agents within our wider team, reporting to the Head of Customer Relations. You’re the first line of support for your team and accountable for the quality, consistency and warmth of the service they deliver.

Day to day you will be coaching and developing the team, setting heartwarming hospitality standards, managing performance against targets, handling complex cases, running onboarding and training, monitoring

Qualifications

• Proven experience managing a team in a contact centre or customer service environment.
• A track record of coaching agents to improve both their numbers and the quality of how they show up with customers.
• A naturally warm, empathetic leader who models the standard you expect from your team.
• Calm and constructive under pressure, especially when supporting your team through a difficult or emotional case.
• Strong commercial awareness and sound judgement on when to escalate or make a call yourself.
• Comfortable working with performance data and using it to drive coaching, not just reporting.
• Excellent communication skills, both with your team and cross functionally.
• Fluent English, spoken and written.

Responsibilities

• Leading, coaching, and developing a team of up to 10 Customer Relations Agents, through regular 1 to 1s, call and chat listening, and real time feedback
• Setting the standard for heartwarming hospitality on your team, and holding agents accountable to it in every interaction
• Managing day to day performance against quality, productivity, and customer satisfaction targets
• Acting as the escalation point for complex or sensitive customer cases your team can't resolve alone
• Running onboarding, training, and ongoing skill development for your team
• Monitoring rota, attendance, and workload across your pod to keep coverage consistent
• Spotting recurring themes or friction points in customer contact and feeding them back to the Head of Customer Relations and wider business
• Working cross functionally with Product, Supply Chain, Customer Due Diligence, and Sales to help fix root causes behind avoidable customer contact
• Reporting on team KPIs and contributing to wider Customer Relations planning

Skills

Team management

Coaching

Customer service

English proficiency

Data-driven coaching

Job description

Teya in London is seeking a Team Leader to lead a pod of up to 10 Customer Relations Agents within our wider team, reporting to the Head of Customer Relations. You’re the first line of support for your team and accountable for the quality, consistency and warmth of the service they deliver.

Day to day you will be coaching and developing the team, setting heartwarming hospitality standards, managing performance against targets, handling complex cases, running onboarding and training, monitoring