Customer Service Team Leader

Hozah; London Borough of Croydon; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Hybrid working

Training and development

20 days’ annual leave

Company pension

Office near East Croydon Station

Free breakfast, lunch and drinks

Laptop provided

Employee events

Job summary

Hozah in Croydon is seeking a Customer Service Team Leader to guide a six-person support team across two desks handling around 1,500 tickets a week. You will set standards, coach the team, monitor KPIs and use data to drive improvements while coordinating with TechOps, Product and Client Success.

This role is a hands-on leader position with hybrid working (3 days in office, 2 from home), opportunities to implement automation ideas, and a focus on maintaining high service levels for landowners,

Qualifications

• Experience leading a customer service or support team against KPIs.
• Track record of improving team performance.
• Experience setting targets and coaching to achieve them.

Responsibilities

• Lead, coach and develop a team of six with regular one-to-ones and clear standards.
• Set targets and hold people to them; help the team reach them.
• Manage response times, resolution, and backlog across both desks.
• Handle escalations and contribute to solving root causes.
• Analyze data to identify trends and work with other teams to fix issues.
• Plan rota, including weekend cover, around leave and busy periods.

Skills

Team leadership

KPI delivery

Coaching

Performance improvement

Data analysis

Customer communication

Calm under pressure

Problem solving

Tools

Zendesk

Job description

About Us

Hozah is a tech-led, award-winning company driving change in the parking industry and reimagining urban mobility. Our mission is simple but powerful: to transform parking into a seamless, automated experience, paving the way for smarter, more sustainable cities.

We run camera-based parking for landowners and operators, from hotels and colleges to shopping centres, across England, Scotland and Wales. With recent recognition as PayTech Company of the Year, a place among Deloitte’s Top 50 Fastest Growing Tech Companies in the UK, and significant VC/PE investment, we’re one of the fastest scaling companies in the country.

Role Overview

We’re looking for a Customer Service Team Leader to lead our support team: six people across two desks, handling around 1,500 tickets a week. One desk helps the landowners and asset managers we work with; the other helps the drivers who park at their sites. Many tickets mean investigating across our systems, escalating to TechOps and following up until the problem is fixed.

This is a people-leadership role first. You’ll set the standard, coach the team to hit it, and use the numbers to see what’s working and what isn’t. You’ll have the freedom to bring your own ideas, the backing of our COO, and Client Success, TechOps and Product teams to work with on them. And you’ll lead from the front, getting stuck into tickets with the team when it’s busy.

Key Responsibilities

• Lead, coach and develop a team of six, with regular one-to-ones and clear standards for quality and output.

• Set targets for the team, hold people accountable to them, and help everyone get there.

• Keep response times, resolution and the backlog on track across both desks.

• Get stuck in on tickets when the queue is busy, and handle the trickier escalations yourself.

• Use the team’s numbers to spot what drivers and clients keep contacting us about, and work with other teams to fix the cause.

• Plan the rota, including Saturday cover, around leave and busy periods.

Who we’re looking for

You’ll need:

• Experience leading a customer service or support team (phone, email, chat or ticket-based) against KPIs.

• A track record of improving how a team performs.

• Experience setting clear targets, holding people to them and coaching them to get there.

• Comfort with numbers: reading a report or dashboard, asking the right questions of it, and turning the answers into improvements.

• Happy getting into the detail of a problem, across systems and teams, to find out what actually went wrong.

• Curiosity about how tools, automation and AI could make the team’s work easier.

• Clear, calm writing, even when a customer isn’t, and confidence on the phone with an unhappy client.

Nice to have:

• Experience with Zendesk or a similar helpdesk tool.

• Experience in parking, mobility, utilities or another high-volume consumer service.

• Experience setting up weekend cover.

Don’t be put off if you haven’t built helpdesk reports yourself. What matters is that you’ve set targets, held a team to them, and used the numbers to make things better. We’ll help you with the tools.

What We Offer

• Hybrid working: 3 days in the office, 2 days from home.

• Room to grow with the business, with training and development support.

• 20 days’ annual leave plus bank holidays.

• Company pension scheme.

• A fully refurbished, modern office right next to East Croydon Station, with a fully stocked kitchen offering free breakfast, lunch and drinks (and two office dogs!).

• Laptop and tech provided.

• Employee Assistance Programme, BrightHR Exchange discounts and regular company events.

The details

Location: Croydon, next to East Croydon Station. Hybrid: 3 days in the office, 2 from home.

Reports to: Daivik Patel, Chief Operating Officer.

Team: 6 support agents across two desks (Client Service and Driver Support).