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.

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).

Customer Service Team Leader – Nights

Key skills