Customer Relations Leader

Teya; London (KY); On-site; USD 66,000 - 92,000; Full time

Benefits offered by this job

GymPass access

Enhanced parental leave

Cycle-to-Work

Health & Life Insurance

Pension

25 days annual leave

Office snacks

Central London office

Job summary

Teya in London is seeking a Team Leader for Customer Relations to inspire and coach a pod of up to 10 agents. You will drive warmth, mentorship and consistent service quality, reporting to the Head of Customer Relations.

The role combines people leadership with hands-on coaching and cross-functional collaboration to fix recurring issues and maintain exceptional customer experiences. Experience in a contact centre, strong communication skills and fluent English are essential.

Qualifications

• Proven experience managing a team in a contact centre or customer service environment.
• Ability to coach agents to improve both efficiency and customer care.
• Demonstrated warmth and empathy in leadership roles.

Responsibilities

• Lead a pod of up to 10 Customer Relations Agents within the wider team.
• Coach, listen to calls/chats, and provide real-time feedback.
• Set and uphold standards of heartwarming hospitality in every interaction.
• Manage day-to-day performance against quality, productivity and CSAT targets.
• Escalate complex or sensitive cases when needed.
• Run onboarding, training and ongoing development for the team.
• Monitor rota, attendance and workload to ensure coverage.
• Identify recurring themes and feed insights to Product and Sales teams.
• Report on team KPIs and contribute to planning.

Skills

Team management

Coaching

Empathy

Calm under pressure

Commercial awareness

Performance data

Communication

Fluent English

Job description

Hello. We’re Teya.

Teya was founded on a simple belief: local businesses deserve better.

They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services has made life harder for them - with clunky tools, poor support and complexity that gets in the way of running a business.

Teya exists to change that.

We’re building a financial platform for local businesses across Europe - one built around simple tools, thoughtful design and real human support. Our Members rely on us to help them run their business with confidence, and that responsibility shapes the way we work.

We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand.

If you want to build meaningful products, solve real problems and make a genuine difference for local businesses, we’d love to hear from you

Heart Warming Hospitality

Every customer who reaches us is a small business owner trying to keep their doors open, and we treat every interaction like welcoming a guest, not processing a ticket. As a Team Leader, you set the tone for what that looks like day to day: you coach your team to bring genuine warmth and care into every call, email, and chat, while holding the bar on getting the actual problem solved. You model heartwarming hospitality yourself, and you build a team that does the same, consistently, under pressure.

What will you be doing?

You'll lead a pod of up to 10 Customer Relations Agents within our wider Customer Relations team, reporting to the Head of Customer Relations. You're the first line of support for your team and the person accountable for the quality, consistency, and warmth of the service they deliver.

Day to day you will be:

• Leading, coaching, and developing a team of up to 10 Customer Relations Agents, through regular 1 to 1s, call and chat listening, and real time feedback
• Setting the standard for heartwarming hospitality on your team, and holding agents accountable to it in every interaction
• Managing day to day performance against quality, productivity, and customer satisfaction targets
• Acting as the escalation point for complex or sensitive customer cases your team can't resolve alone
• Running onboarding, training, and ongoing skill development for your team
• Monitoring rota, attendance, and workload across your pod to keep coverage consistent
• Spotting recurring themes or friction points in customer contact and feeding them back to the Head of Customer Relations and wider business
• Working cross functionally with Product, Supply Chain, Customer Due Diligence, and Sales to help fix root causes behind avoidable customer contact
• Reporting on team KPIs and contributing to wider Customer Relations planning

What are we looking for?

• Proven experience managing a team in a contact centre or customer service environment, with clear ownership of team performance and quality
• A track record of coaching agents to improve both their numbers and the quality of how they show up with customers
• A naturally warm, empathetic leader who models the standard you expect from your team
• Calm and constructive under pressure, especially when supporting your team through a difficult or emotional case
• Strong commercial awareness and sound judgement on when to elevate or make a call yourself
• Comfortable working with performance data and using it to drive coaching, not just reporting
• Excellent communication skills, both with your team and cross functionally
• Fluent English, spoken and written

The Perks

• Physical and mental health support through our partnership withGymPassgiving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness and nutrition apps
• Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support
• Cycle-to-Work Scheme
• Health and Life Insurance
• Pension Scheme
• 25 days of Annual Leave (+ Bank Holidays)
• Office snacks every day
• Friendly, comfortable and informal office environment in Central London

Teya is proud to be an equal opportunity employer.

We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all.

If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us.