Multi Channel Engagement Team Leader (Customer Service) in Leeds

About the team: At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items. With a focus on reCommerce, reuse and recycling, we’re driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we’re scaling rapidly and making a positive global impact.

About the role: We’re building a new Multichannel Customer Team to deliver high-quality customer experiences across a range of contact channels including phone calls in and outbound across customer service and buying, emails, and more. This is a hands‑on leadership role, where you’ll drive performance, quality, and customer satisfaction — ensuring that your team delivers consistently excellent service across all channels. You’ll balance day‑to‑day operational oversight with coaching, development, and continuous improvement. The role requires someone who is confident in managing across multiple platforms, experienced in leading people through change, and passionate about building a culture of ownership, care and adaptability.

Key Responsibilities

• Lead, coach, and support a team of Multichannel Advisors, ensuring high levels of engagement, morale, and performance.
• Conduct regular 1:1s, quality reviews, and team meetings, QA’s under People Management.
• Identify skills gaps and deliver targeted coaching or training.
• Set clear goals and expectations, and ensure accountability.
• Support onboarding and upskilling of new team members.
• Monitor team performance across all channels, communication channels with the customer, and lead your team to high performance and productivity.
• Ensure customer SLAs and KPIs (response times, quality, customer satisfaction) are consistently met or exceeded.
• Manage scheduling, workload balancing, and resource planning to meet contact demand.
• Handle real‑time escalations, complaints, or complex queries as needed.
• Identify recurring issues, friction points or inefficiencies, and contribute to service improvements.
• Provide feedback to wider teams on customer pain points, product/service issues, or process improvements.
• Support the implementation of new tools, processes, and systems within the team.
• Collaborate with other team leaders and departments to ensure seamless end‑to‑end customer experiences.
• Lead and be part of the development of the new team, sharing ideas, best practices, suggestions so that this is a success.
• Drive and lead in data that shows customer demand, trends utilising lean processes to be more effective and aid performance.

Skills, Knowledge and Expertise

Essential Skills & Experience:

• Proven experience in a customer service/contact centre leadership role minimum 2 years.
• Strong people leadership and coaching skills, with the ability to bring out the best in others.
• A solid understanding of multichannel environments and customer expectations across phone, email, chat, etc.
• Confident using data to monitor team performance and drive improvement.
• Excellent communication skills — empathetic, clear, motivating.
• Comfortable with change, and able to lead others through transitions.
• Highly organised, calm under pressure, and solution‑focused.

Nice to Have (But Not Essential)

• Familiarity with CRM and contact centre technologies.
• Experience in sales.