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Customer Service Team Leader

2 weeks ago

Cardiff, United Kingdom Capital on Tap Full time

Are you empathetic, customer focused and a strong leader?
**The Role**
This role suits someone with a Customer Experience background who has made the conscious decision to develop towards being a leader of people, and wishes to hone and further expand that skillset, elevating others and thriving off team success.
**What you'll be doing**:

- Responsible for leading a team of 8-12 Customer Operations Agents as they work towards providing the best possible outcomes for our customers and our business
- Developing the skills of existing team members, identifying areas for improvement and leveraging individual and team forums to affect positive change.
- Building relationships with key internal stakeholders
- Acting as an escalation point for team members when support is required
- Monitoring, analysing and updating stakeholders on key metrics
- Ensuring all team members have active, individualised and meaningful development plans

**Why Capital on Tap?**
- We're rated 4.6 on Glassdoor (Check out what our employees say here)
- We offer tonnes of opportunity to develop, grow and progress - we're invested in your career
- Our Cardiff office is in the city centre - close to public transport links and local amenities and we even have dogs in the office
- We provide free breakfast and snacks (Our kitchen is always fully stocked)
- We're a social bunch - we regularly plan fun social events

**What we are looking for**:

- Meticulous attention to detail
- Someone who genuinely cares about the development of the team you manage
- Ability to give and receive constructive feedback, including 'managing up'
- A burning ambition to succeed
- Be a champion of change and flexibility
- Able to own mistakes with conviction and celebrate wins with passion

**What you get in return**:

- Basic salary of £26,000 - £30,000 + monthly incentives
- Opportunity to progress, pilot ideas and make an impact
- £1000 annual learning budget to spend on your personal development
- 28 days holiday (plus bank holidays)

Check out more of our benefits, values and mission here.
**Diversity and inclusion