Customer Service Team Lead — Nights (Remote) Coaching & Impact

Capital on Tap; Cardiff; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Private Healthcare including dental &/

Job summary

Capital on Tap is seeking a proactive Customer Service Team Leader in Cardiff with flexibility for remote work. You will lead a mid-sized team, coach individuals, and drive service improvements while maintaining strong stakeholder relationships.

The role requires leadership experience in a contact centre and a data-informed approach to decision-making. The team operates with occasional out-of-hours shifts and a culture of fast, practical problem solving.

Qualifications

• Natural leadership ability with resilience to manage a dynamic out-of-hours team.
• Contact centre experience in financial services is a bonus.
• Passion for coaching and developing others with proven coaching success.
• Strong attention to detail and ability to identify process improvements.
• Comfortable analysing and using basic data to support decisions.
• Growth mindset with confidence giving and receiving feedback.

Responsibilities

• Lead a team of around 10 agents to deliver exceptional customer and business outcomes.
• Develop team capability through 1:1s, coaching, huddles, and team meetings.
• Support the Customer Service Manager in delivering positive departmental improvements.
• Build strong relationships with internal stakeholders.
• Act as an escalation point for team support, particularly during out-of-hours shifts.
• Remove barriers preventing agents from delivering excellent service.

Skills

Team leadership

Coaching

Stakeholder management

Data analysis

Decision making

Out-of-hours resilience

Tools

Contact centre tools

Job description

Capital on Tap is seeking a proactive Customer Service Team Leader in Cardiff with flexibility for remote work. You will lead a mid-sized team, coach individuals, and drive service improvements while maintaining strong stakeholder relationships.

The role requires leadership experience in a contact centre and a data-informed approach to decision-making. The team operates with occasional out-of-hours shifts and a culture of fast, practical problem solving.