Capital on Tap

Customer Service Team Leader – Nights

Capital on Tap

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

About the role

  • 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
  • Season Ticket Loan
  • 6 free therapy sessions per year
  • Dog Friendly Offices
  • Free drinks and snacks in our offices
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
leadershipcoachingrelationship buildingattention to detailprocess improvementdata analysisfeedback managementresiliencegrowth mindsetresults-oriented