Remote Customer Service Team Leader - Nights

Overview

This is a remote role where you’ll be supporting small business owners every day, helping them solve problems, make confident decisions, and see the real impact of your work.

In Short

• Lead a remote team of around 10 agents to deliver exceptional customer and business outcomes.
• Develop team capability through virtual 1:1s, coaching sessions, huddles, and team meetings.
• Support the Customer Support Manager in delivering positive departmental improvements.
• Build strong relationships with internal stakeholders in a remote working environment.
• Act as an escalation point for team support, particularly during out-of-hours shifts.
• Remove barriers preventing agents from delivering excellent service.

Requirements

• Natural leadership ability with resilience to manage a dynamic out-of-hours remote team.
• Contact centre experience (financial services experience is a bonus).
• Passion for coaching and developing others with proven coaching success.
• Strong attention to detail and ability to identify process improvements.
• Comfortable analysing and using basic data to support decision-making.
• Growth mindset with confidence giving and receiving feedback, including managing up.
• Track record of delivering strong results (shift or unsociable hours experience is a plus).

Benefits

• Private Healthcare including dental and opticians services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical).
• Salary Sacrifice Pension Scheme up to 7% match.
• Octopus EV Salary Sacrifice Scheme.
• 28 days holiday (plus bank holidays).
• Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave.
• Cycle to Work Scheme.
• Dog Friendly Offices.