Customer Service Team Lead

2 weeks ago

Gateshead, United Kingdom Instapro Group Full time

It is our goal that as many jobs as possible are carried out professionally. Whether it concerns a renovation, a maintenance job or a repair. We do this by connecting homeowners and tradespeople in a simple way. The Customer Service team plays a crucial role in this; our mission-driven team is committed to empowering homeowners and tradespeople, ensuring they make the most of our platform. Join us in making a real difference and pioneering new ways to enhance our services.

As a Customer Service Team Lead, you'll be the driving force behind your team's success while being part of an international organisation working alongside departments.

Your role includes the following:

- Communicate direction and goals. Ensure that a high level of knowledge about the product and other key information are continuously shared with the team
- Provide coaching and regular performance feedback to your team. You create action plans at both individual and team level, to set a best-in-class organization
- Lead quality assurance programme by creating a culture of consistent feedback and learning
- Support the deployment of new campaigns and processes, in collaboration with the European support team
- Work closely with the European support team to optimise continuously ongoing operations campaigns, processes and policies
- Promote and create adoption of company core values and policies
- At least 5 years of business experience
- At least 3 years of experience in managing a Customer Service team
- Experience managing teams up to 10 team members
- Strong logical and analytical problem-solving skills
- Previous experience working with tools such as Salesforce, Looker, Google Suite and Slack is desirable
- Flexibility and adaptability are traits you highly associate with. Working in a continuously evolving environment motivates you.
- Able to travel at least twice a year to our other European office

**Why you’ll enjoy working at the Instapro Group**:
**You can make an Impact. **Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.

**We care**. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find a supportive and open culture designed to help our team members thrive.

These are the benefits you'll enjoy:

- Highly competitive salary package
- Hybrid work environment
- Hybrid allowance/benefit
- Eligibility to receive an equity award
- Temporary work from abroad policy
- Mental health support
- Regular team and social events
- Further benefits depending on location

These are the values that guide everything we do:

- ** We put integrity first**. We are authentic, transparent and respectful.
- ** We are all stewards. **We are stewards of the company on behalf of all stakeholders.
- ** We follow the evidence. **We are objective, evidence-based and pragmatic in our decision-making.
- ** We never stop learning.** We are open-minded and curious.
- ** We win together.** We collaborate and earn trust with our colleagues.
- ** We are inclusive.** We are committed to building a diverse and inclusive company.

Read our values in full here

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