Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic customer care team to deliver exceptional service and operational excellence.
- Company: Join a forward-thinking company that values teamwork and customer satisfaction.
- Benefits: Enjoy generous discounts, well-being policies, and a supportive work environment.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience in customer service and team leadership is essential.
- Other info: Great opportunities for career growth and personal development await you.
The predicted salary is between 36000 - 60000 £ per year.
Team Leader – Customer Care
Department: Customer Care
Employment Type: Permanent – Full Time
Location: Office, Avonmouth/Filton
Description
You will oversee the day-to-day leadership of a high-performing customer care team, championing service quality, operational efficiency, and team motivation. This role is instrumental in delivering a seamless and positive customer journey across all support channels. Through effective coaching, resource planning, and performance management, you will help position the Customer Care team as a centre of excellence for both consumer and trade interactions. You will also work closely with the Head of Customer Care to challenge existing processes, champion operational efficiency, and elevate customer satisfaction beyond industry standards.
What Will You Do?
Leadership & Operational Management
- Manage the daily operations of the Customer Care team, ensuring high-quality responses and timely interactions across all service channels (phone, live chat, social media, email).
- Collaborate with the Head of Customer Care on all administrative, team, and people-related responsibilities.
- Act as the first escalation point for customer complaints, providing guidance and solutions to maintain service excellence.
- Ensure smooth shift handovers and consistent service coverage across all operational hours.
Performance Management & KPIs
- Establish, monitor, and report on team and individual KPIs to ensure transparency and accountability across productivity, service quality, and customer satisfaction.
- Continually assess and improve internal processes to drive efficiency and service improvements.
- Escalate potential risks to performance, customer satisfaction, or product integrity to The Head of Customer Care in a timely manner.
Customer Experience & Sales Enablement
- Develop strategies to support customer engagement, repeat business, and revenue growth through excellent service delivery.
- Ensure full compliance with all system access protocols and internal processes.
Team Development & Collaboration
- Support the onboarding and integration of new hires, ensuring consistent training and process understanding.
- Act as a liaison with internal departments and external suppliers to resolve issues effectively and enhance cross-functional collaboration.
Compliance & Standards
- Maintain up-to-date internal process documentation and ensure alignment with regulatory, data protection, and brand standards.
The Perfect Candidate
- Demonstrable experience in customer service, including team leadership in a contact centre or multi-channel support environment.
- Strong understanding of performance metrics and customer service KPIs.
- Excellent communication, coaching, and conflict resolution skills.
- Proven ability to manage service delivery across extended operational hours and rotating shifts.
- Experience in resource and shift planning, especially during peak seasonal periods.
- Proficiency in using CRM platforms and service management tools (e.g., Zendesk, Salesforce, Spreadsheets etc).
What We Offer You!*
- Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L\\\’OCCITANE Group products (including L\\\’Occitane, Erborian and more)
- Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
- Generous Holiday Allowance, increasing with length of service
- Company Pension Scheme
- Bonus/Commission Scheme
- Healthcare Cash Plan (with Dental)
- Employee Assistance Programme for all Associates and their families
- Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
- Much, much more!
*Some benefit eligibility is based on length of service or contract type
#J-18808-Ljbffr
Team Leader – Customer Care employer: ELEMIS
Contact Detail:
ELEMIS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Leader – Customer Care
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Team Leader in Customer Care. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Team Leader – Customer Care
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Team Leader role. Highlight your leadership experience in customer service and any relevant KPIs you've managed. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer care and how you can elevate our team's performance. Be sure to mention specific examples of how you've improved service quality in previous roles.
Showcase Your Communication Skills: As a Team Leader, communication is key! In your application, demonstrate your ability to convey ideas clearly and effectively. Whether it's through your CV or cover letter, let us see your personality and how you connect with others.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you'll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at ELEMIS
✨Know Your Customer Care Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to customer care. Be ready to discuss how you've used metrics in the past to drive team performance and improve service quality.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in a contact centre environment. Think about how you’ve motivated teams, handled conflicts, and ensured high-quality service delivery.
✨Demonstrate Problem-Solving Skills
Be ready to share specific instances where you’ve successfully resolved customer complaints or improved processes. This will show your ability to maintain service excellence under pressure.
✨Engage with the Company’s Values
Research the company’s mission and values, particularly around customer care. During the interview, align your answers with these values to demonstrate that you’re a great cultural fit for the team.
