Overview
As Team Leader in our UK Operations, you guide a pod of Customer Relations Agents to deliver warm, high-quality support for local businesses. You set the standard for heartwarming hospitality, coach through real-time feedback, and ensure consistent service excellence. You’ll balance people leadership with performance metrics and escalate complex cases when needed. This role offers impact by shaping how we care for customers and improve cross-functionally across product, supply chain, and sales.
Pay / Benefits
- GymPass access
- extended maternity/paternity leave options
- Cycle-to-Work Scheme
- Health and Life Insurance
- Pension Scheme
- 25 days of Annual Leave (+ Bank Holidays)
Responsibilities
- Lead and develop a team of up to 10 Customer Relations Agents with regular 1:1s and coaching
- Set and maintain the standard of heartwarming hospitality in every interaction
- Manage day-to-day performance against quality, productivity, and customer satisfaction targets
- Escalate complex or sensitive customer cases when necessary
- Oversee onboarding, training, and ongoing skill development for the team
- Monitor rota, attendance, and workload to maintain coverage
- Identify recurring issues and feed insights to Head of Customer Relations and wider business
- Collaborate cross-functionally with Product, Supply Chain, Customer Due Diligence, and Sales to address root causes of avoidable contact
- Report on team KPIs and contribute to broader Customer Relations planning
Key requirements
- Proven experience managing a team in a contact centre or customer service environment
- Track record of coaching agents to improve both performance and interaction quality
- Warm, empathetic leadership with calmness under pressure
- Strong commercial awareness and sound judgment on escalation decisions
- Comfort with performance data and using insights to coach
- Excellent communication skills, especially cross-functional
- Fluent English, written and spoken
- empathy
- calm under pressure
- effective communication
- data-driven coaching
- performance analytics
- stakeholder collaboration
Customer Relations Leader in London employer: Teya Solutions
At Teya, we believe in empowering local businesses with innovative financial solutions, and as a Mobile Shift Engineer, you'll be at the forefront of this mission. Our flexible working hours, comprehensive health insurance, and a supportive, informal office culture foster both personal and professional growth, making Teya an exceptional place to develop your skills while contributing to meaningful change in the community. Join us to create impactful products that truly make a difference for entrepreneurs across Europe.
