Hybrid Customer Service Team Leader - Growth-Ready

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

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,