Customer Service Team Lead — Remote Nights, Coaching & Impact

Capital on Tap; Cardiff; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Private Healthcare

Travel Insurance

Anniversary Rewards

Pension

EV Salary Sacrifice

Holiday Allowance

Learning Budget

Parental Leave

Cycle to Work

Season Ticket Loan

Therapy Sessions

Dog Friendly Offices

Drinks & Snacks

Job summary

Capital on Tap in Cardiff offers a Customer Service Team Leader role with remote flexibility and in-office support. You will lead a ~10-person night-shift team, coach on performance, and drive engagement while partnering with the Customer Service Manager to implement improvements. This role suits resilient leaders with a service-driven mindset.

You will help shape customer outcomes, manage escalations, and foster a positive, accountable culture during out-of-hours operations.

Qualifications

• Leadership abilities to guide an out-of-hours team
• Experience in a financial services contact centre is a bonus
• Proven coaching success and team development
• Strong attention to detail and process improvement
• Comfortable using basic data to support decisions
• Growth mindset with openness to feedback and coaching
• Track record of delivering strong results in shifts/out-of-hours

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

Leadership

Contact centre experience

Coaching

Attention to detail

Data analysis

Feedback & growth mindset

Delivering results

Job description

Capital on Tap in Cardiff offers a Customer Service Team Leader role with remote flexibility and in-office support. You will lead a ~10-person night-shift team, coach on performance, and drive engagement while partnering with the Customer Service Manager to implement improvements. This role suits resilient leaders with a service-driven mindset.

You will help shape customer outcomes, manage escalations, and foster a positive, accountable culture during out-of-hours operations.