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For Companies At a Glance
- Tasks: Lead and inspire a team of Customer Service Advisors to exceed targets and deliver exceptional service.
- Company: Join Collinson, a global leader in customer relationship solutions with a vibrant culture.
- Benefits: Dynamic work environment, growth opportunities, and a chance to make a real impact.
- Why this job: Be a key player in a fast-paced team, shaping customer experiences worldwide.
- Qualifications: Experience in customer service management and strong communication skills required.
- Other info: Flexible shifts in a supportive, inclusive workplace focused on your development.
The predicted salary is between 36000 - 60000 £ per year.
About Collinson
Collinson is a global, privately-owned company with over 1,100 employees across 20+ locations worldwide. We are dedicated to helping our clients acquire, retain, and optimise customer relationships through world-class products and services, including Priority Pass (the world’s largest independent airport lounge access programme with 1,300+ lounges globally) and Columbus Insurance, a leading travel insurance specialist.
About the Role
Reporting to the Junior Operations Manager, the Team Leader will be responsible for managing, motivating, and developing a team of Customer Service Advisors to ensure all operational targets and service level agreements (SLAs) are consistently met or exceeded. This role requires a confident people leader who thrives in a fast-paced, 24/7 environment and can remain calm, focused, and adaptable under pressure.
Key Responsibilities
- Actively manage and support agents through regular feedback, coaching, and performance management
- Oversee day-to-day operational performance of the assigned team
- Ensure all KPIs, quality standards, and client SLAs are achieved
- Manage adherence, attendance, and scheduling within the team
- Handle escalations, customer complaints, and operational interruptions
- Conduct 1:1 performance and development sessions (PEPs)
- Work closely with Performance Coaches to support agent development
- Compile, analyse, and report on operational data and performance metrics
- Maintain consistent communication within the team and across departments
- Lead by example and uphold Collinson Group South Africa’s standards of professionalism, integrity, and conduct
- Ensure full compliance with company policies, procedures, and quality standards
Skills, Experience & Attributes
- Managerial Diploma or Degree (advantageous)
- Strong knowledge of customer service and contact centre operations
- Proven people management and coaching experience
- Advanced computer literacy and strong data analysis skills
- Excellent verbal and written communication skills
- Strong problem-solving and conflict resolution abilities
- Process-driven with strong attention to detail
- Highly motivated, adaptable, and able to manage priorities under pressure
- Ability to build strong working relationships across teams and departments
What You’ll Need to Succeed
- Ability to manage multiple priorities in a fast-paced environment
- Calm, focused approach during high-pressure situations
- Willingness to learn and adapt to new systems and technologies
- Flexibility to work rotational shifts in a 24/7 operation
Collinson offers a dynamic, inclusive work environment with opportunities for growth and development. Job responsibilities and deliverables may be reviewed periodically and will be aligned to a performance contract.
Team Leader - Customer Service Global Business Services & Operations · Cape Town in London employer: Collinson Group
Contact Detail:
Collinson Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader - Customer Service Global Business Services & Operations · Cape Town in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Collinson on LinkedIn. A friendly chat can give you insider info about the company culture and what they really value in a Team Leader.
✨Tip Number 2
Prepare for the interview by practising common questions related to team management and customer service. We recommend using the STAR method to structure your answers, showcasing your experience in motivating teams and handling escalations.
✨Tip Number 3
Showcase your data analysis skills! Be ready to discuss how you've used metrics to improve team performance in the past. This will demonstrate your process-driven approach and attention to detail, which are key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Collinson team.
We think you need these skills to ace Team Leader - Customer Service Global Business Services & Operations · Cape Town in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Team Leader role. Highlight your experience in customer service and any leadership roles you've had. We want to see how you can motivate and develop a team!
Showcase Your Skills: In your cover letter, emphasise your problem-solving abilities and your knack for managing multiple priorities. We love candidates who can stay calm under pressure, so share examples of how you've handled tough situations.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can lead by example and maintain professionalism, so don’t be afraid to show us who you are and what you stand for!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Collinson Group
✨Know the Company Inside Out
Before your interview, take some time to research Collinson thoroughly. Understand their products, like Priority Pass and Columbus Insurance, and how they operate in the customer service space. This knowledge will not only impress your interviewers but also help you tailor your answers to show how you can contribute to their goals.
✨Showcase Your Leadership Skills
As a Team Leader, you'll need to demonstrate your ability to manage and motivate a team. Prepare examples from your past experiences where you've successfully led a team, handled escalations, or improved performance metrics. Be ready to discuss your coaching style and how you support team development.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and conflict resolution skills. Think of specific scenarios where you had to manage multiple priorities or resolve a customer complaint under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Emphasise Your Adaptability
Collinson operates in a fast-paced, 24/7 environment, so it's crucial to highlight your adaptability. Share instances where you've successfully navigated change or learned new systems quickly. This will reassure your interviewers that you're ready to thrive in their dynamic work culture.
