At a Glance
- Tasks: Lead a dynamic customer service team while directly engaging with customers to resolve issues.
- Company: Join Absolute Collagen, the UK's top liquid collagen brand, thriving in beauty and wellness.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for personal growth.
- Other info: Be part of a fast-growing brand with a vibrant community and exciting career prospects.
- Why this job: Make a real difference by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in customer service leadership and a knack for coaching others.
The predicted salary is between 28000 - 31000 £ per year.
Reporting to: Customer Service Manager
Team: Customer Service
Contract: Permanent
Location: Telford (hybrid, 2–3 days per week on site)
Category: Beauty, wellness and nutrition
Salary Banding: £28,000 - £31,000
Company Overview: Absolute Collagen is the UK's best-selling liquid collagen supplement and a fast-growing wellness brand operating at the intersection of beauty, health and nutrition. Founded in 2017, the business has built a highly engaged community of over 60,000 subscribers within a subscription-first, multichannel model. The brand is built around its core platform, Age Powerfully, celebrating confidence and vitality at every stage of life.
Why This Role Exists: This role exists to give our Customer Service team strong, hands-on leadership day to day, making sure every customer receives a consistently brilliant experience. The Team Leader sets the standard, coaches the team to meet it, and takes ownership of the cases that matter most to our customers.
About the Role: As a Customer Service Team Leader, your time will be split equally: 50% leading the team and 50% working directly with customers. On the leadership side, you will be responsible for the team’s performance, such as reviewing KPIs and quality checking customer interactions, then holding regular 1:1 conversations and coaching advisors. On the customer side, you will manage escalations and our most complex customer service cases. Customer retention runs through both: you’ll have a direct impact on keeping our subscribers loyal.
Role Impact:
- Customer experiences that go beyond fixing the problem and genuinely wow and delight.
- Consistently high-quality customer service across emails, calls and chats.
- A direct impact on customer retention.
- A motivated, well-coached team that meets its KPIs and retention targets.
- Faster, fairer resolution of escalated and complex customer cases.
- Customer insight that helps the wider business improve our products and service.
What Success Looks Like:
- Team KPIs are consistently met or exceeded.
- Regular coaching and quality checks are embedded.
- Escalations are resolved promptly and to a high standard.
- Improvement and automation initiatives delivered make a measurable difference.
- Process guides, macros and training materials are accurate and used consistently.
Key Responsibilities:
- Team Leadership & Performance (50%)
- Take responsibility for the team’s KPIs, monitoring performance daily.
- Coach and develop advisors through regular 1:1s and support.
- Carry out regular quality checks across emails, calls and chats.
- Support the Customer Service Manager with resource planning.
- Lead onboarding and systems training for new starters.
- Customer Service & Escalations (50%)
- Stay hands-on by handling customer emails, calls and chats.
- Act as the escalation point for the team.
- Support the team with initial complaint responses.
- Achieve individual KPIs and retention targets.
- Continuous Improvement & Automation
- Work closely with the Customer Experience Executive to identify improvements.
- Support automation and AI initiatives within Customer Service.
- Analyse customer feedback and contact trends.
- Share clear, actionable insights with the Customer Service Manager.
Experience & Capability:
- Demonstrable experience in a team leader or supervisory role.
- A track record of managing team KPIs and improving performance.
- Experience coaching and developing others.
- Excellent complaint handling skills.
- Strong organisational and time management skills.
Desirable:
- Retention experience within a subscription business.
- Experience with customer service help desk or ticketing platforms.
- Involvement in automation or self-service initiatives.
- Experience in an e-commerce, beauty, wellness or consumer brand.
Ways of Working & Location Expectations: This role is based at our Telford site, working closely alongside our Operations team. You will be on site 2–3 days per week, with the rest of the week working from home. Working hours are typically Monday to Friday, 8:00am to 5:00pm.
Selection Process:
- Stage 1 – Screening Call with HR (Virtual, 30–45 mins).
- Stage 2 – Final Interview (In-person preferred).
Customer Service Team Leader in Telford employer: Absolute Collagen
At Absolute Collagen, we pride ourselves on being a supportive and ambitious employer, dedicated to fostering a positive work culture in Telford. As a certified B Corp, we not only focus on delivering exceptional products but also on the growth and development of our employees, offering opportunities to enhance skills within a fast-paced environment. Join us and be part of a team that values collaboration, innovation, and making a meaningful impact in the wellness industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Telford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Absolute Collagen. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Absolute Collagen before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Telford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Absolute Collagen:Your cover letter is your chance to shine! Tell us why you want to work at Absolute Collagen specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Absolute Collagen!
How to prepare for a job interview at Absolute Collagen
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
