Customer Care Team Lead

England, London, City of London
£26000 - £28000 per annum
17 Feb 2021
17 Mar 2021
JN -022021-2009823
Joshua Strange
Job Title
Customer Services
Industry Sector
Contract Type
Full Time

My client is looking for a Customer Care Team Leader with fluent English language skills to
join us on a permanent basis where 50% of the time will be spent coaching and developing the CS
team. The other 50% of the time will be dedicated to provide an excellent service to customers whilst
assisting the CS Manager with the daily operations of the CS team

Client Details

My Client are a talented, dynamic team within the retail sector who do a lot to forge a sense of togetherness with regular social events that have ranged from paintball to karaoke! There's a friendship that runs through the group
that makes working together pleasurable.


  • Assisting with call centre contact volumes (via phone, email and live chat)
  • Advising customers on products and providing insightful information
  • Demonstrating a high quality of service in all interactions with customers
  • Setting a personal example in professional ethos and attitude towards work
  • SQP qualified or to obtain SQP qualification to be able to prescribe NFA-VPS products, as well as offer advice on products and suitable alternatives
  • Being the point of contact for escalating complaint and resolving them successfully
  • Conducting employee relations investigations
  • Overseeing and ensuring daily tasks are completed in a timely manner
  • Being the first point of contact for the Customer Care Advisors
  • Coaching and developing the team through 121s, QAs and daily mentoring activities
  • Assisting the Customer Care Manager in overseeing the day-to-day operations of the team,as well as with recruitment activities
  • Providing training to new arrivals, as well as training on new systems and processes
  • Providing regular vertical communication regarding performance, standards, policies,
  • products and procedures
  • Promoting collaboration and team spirit in line with company values, beliefs, and behaviours


  • Positive and upbeat personality
  • Team motivation & leadership
  • Patience & empathy
  • Attentiveness & attention to detail
  • Great communication skills and ability to build rapport quickly
  • Problem-solving skills
  • "Can do attitude"
  • Ability to multi-task and handle a high volume of work
  • Approachability and availability
  • Extensive product knowledge
  • Organisational and time management skills
  • Complaint resolution

Job Offer

  • Generous Salary
  • Working from home opportunities
  • Season ticket loan
  • Staff discounts
  • Life Assurance
  • Employee Assistance Programme

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