As a UK Customer Support Senior Team Lead, you’ll play a pivotal role in shaping the day‑to‑day experience of both our customers and our support agents. You’ll lead from the front - coaching, mentoring, resolving escalations, and ensuring our teams consistently deliver outstanding service.

You’ll be a trusted people manager who protects and champions our culture and values, keeps teams engaged and motivated, and drives performance through best‑practice operations and data‑led decision making. Operating with a high level of autonomy, you’ll make confident decisions while knowing when to collaborate with your manager for guidance.

This is a 12-month FTC

• Leading and developing a team of 5–10 Customer Support Agents, creating individual development plans and managing performance
• Acting as the first point of escalation for complex customer issues, complaints, and agent support needs
• Driving performance against KPIs through real‑time coaching, feedback, and training
• Managing attendance, scheduling, overtime, holidays, and shift adjustments in line with policy and legislation
• Delivering expert real‑time queue management, distributing agents across tools and systems to meet demand
• Hosting daily start‑of‑shift huddles and leading weekly team meetings
• Monitoring agent adherence, productivity, and engagement using dashboards and performance data
• Supporting high‑volume periods by jumping into queues when needed
• Collaborating with Team Leads and Managers across locations to ensure seamless shift handovers and consistent service
• Standing in for the Customer Support Manager when required
• Using data and insights to identify trends, resolve issues, and drive continuous improvement in the customer journey
• Presenting and speaking confidently about team performance and results

• 2+ years’ experience as a Manager, Supervisor, or Team Leader
• Experience in a fast‑paced, customer‑facing environment
• Strong background in complaint handling and escalations
• Proven performance management experience
• Excellent written and verbal communication skills
• Confidence using CRM systems and learning new tools quickly
• A proactive, solution‑focused mindset with strong problem‑solving skills
• Ability to build trusted relationships and inspire high performance

Desirable

• Experience leading large teams across varied shift patterns
• Strong understanding of data analysis and performance metrics
• Coaching and mentoring experience