Customer Service Team Lead -UK

DigitalTolk; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A fast-growing interpretation company in London is seeking a Customer Service Team Lead. The ideal candidate will establish and manage a new customer service team, ensuring exceptional service delivery while leading and developing team members. Proficiency in phone-based customer service and strong leadership skills are essential. This full-time role allows for remote work initially, transitioning to onsite in London as the department grows.

Qualifications

• Experience working in phone-based customer service or a call center.
• Experience in leading and developing a team.
• Strong written and spoken communication skills in English and German would be a plus.

Responsibilities

• Establishing a professional customer service team that supports our interpretation business.
• Receiving calls/emails/chats from customers, interpreters and new clients.
• Handling customer complaints and contributing new ideas.

Skills

Phone-based customer service experience

Team leadership

Strong written and spoken communication skills

Problem-solving skills

Adaptability

Job description

About the role

We are on an ambitious journey to scale our interpretation business across Europe, and to succeed, we’re establishing a dedicated Customer Service unit focused on delivering exceptional quality and seamless service to our clients and interpreters.

As Customer Service Team Lead, you’ll play a pivotal role in building and shaping this new team — driving performance, engagement, and service excellence. You’ll combine hands-on leadership with strategic thinking to ensure every customer interaction reflects our values of professionalism, reliability, and care.

This is a unique opportunity to join a fast-growing organization where your impact will be visible from day one. You’ll help define how we serve our customers, develop our processes, and inspire a team that thrives on collaboration and results.

If you’re motivated by growth, energized by change, and passionate about creating great customer experiences — this is your chance to lead something truly meaningful.

The role includes:

• Establishing a professional customer service team that support our interpretation business
• Recommend tools for a professional Customer Service unit
• Receiving calls/emails/chats from customers, interpreters and new clients
• Making outgoing calls to confirm bookings
• Handling customer complaints
• Actively contributing with new ideas
• Ensuring an effective supplier pool
• Creating a world-class customer and interpreter experience
• Promoting continuous improvement through feedback and training

Who we are looking for

A proactive, detail-oriented, and responsible team player who is motivated by making a difference and, together with colleagues, finding the best solutions. You’re willing to go the extra mile to provide outstanding service. In a dynamic environment, you become creative, put customers/interpreters first, and see opportunities instead of difficulties.

You are naturally positive and ambitious, eager to develop and learn more, while also sharing your knowledge with colleagues.

You have:

• Experience working in phone-based customer service or a call center
• Experience in leading and developing a team
• Strong written and spoken communication skills in English and German would be a plus
• Initiative, problem-solving skills, and strong communication ability
• Adaptability. You can adjust to new tools, processes or customer expectations quickly

We offer

The opportunity to join us on this exciting, expansive journey, on which you will collaborate in the setup of the Customer Service Department for the UK region. You’ll be part of an engaged team based in London.

Other details

• Full-time position
• Start: Immediately
• Working hours: Regular office hours 8–17, plus on-call shifts per month in evenings and weekends outside office hours when the business matures
• Location: At first remote but will grow into on site. London, UK