Customer Service Team Lead – Nights (Remote)

Capital on Tap; Cardiff (AL); Hybrid; USD 43,000 - 56,000; Full time

Benefits offered by this job

Private Healthcare including dental &

Worldwide travel insurance

Anniversary Rewards

Salary Pension Scheme

Octopus EV Scheme

28 days holiday

Learning & Wellbeing Budget

Parental Leave

Cycle to Work

Season Ticket Loan

Therapy sessions

Dog-friendly offices

Drinks & snacks

Job summary

Capital on Tap is seeking a dedicated Team Leader to guide a night-shift Customer Service team in Cardiff, with remote flexibility. You’ll drive performance, coaching, and engagement while maintaining a supportive culture.

You’ll lead ~10 agents, manage escalations, collaborate with internal stakeholders, and shape service improvements across out-of-hours shifts to ensure exceptional customer outcomes.

Qualifications

• Proven leadership of a contact centre or service team.
• Experience coaching and developing team members.
• Ability to analyse basic data to inform decisions.
• Drive for improving processes and delivering strong results.

Responsibilities

• Lead a team of around 10 agents to deliver outstanding customer and business outcomes.
• Develop team capability through 1:1s, coaching, huddles and team meetings.
• Support Customer Service Manager in driving departmental improvements.
• Build strong relationships with internal stakeholders.
• Act as escalation point for team support, especially during out-of-hours shifts.
• Remove barriers that hinder agents from delivering excellent service.

Skills

Team leadership

Contact centre experience

Coaching

Data analysis

Feedback

Delivering results

Stakeholder management

Job description

Capital on Tap is seeking a dedicated Team Leader to guide a night-shift Customer Service team in Cardiff, with remote flexibility. You’ll drive performance, coaching, and engagement while maintaining a supportive culture.

You’ll lead ~10 agents, manage escalations, collaborate with internal stakeholders, and shape service improvements across out-of-hours shifts to ensure exceptional customer outcomes.