Remote Customer Service Team Leader - Nights

About the Role

We are looking for a Remote Customer Service Team Leader to join our dynamic team at Capital on Tap. In this role, you will lead a remote team of customer service agents during night shifts, ensuring exceptional service delivery to our small business clients. As a Remote Customer Service Team Leader, you will play a crucial role in fostering a collaborative and inclusive work environment while supporting our mission to provide innovative financial solutions.

What You'll Do

• Lead and manage a remote team of around 10 customer service agents, ensuring they deliver exceptional service and achieve business outcomes.
• Conduct virtual 1:1s, coaching sessions, and team meetings to develop team capabilities and enhance performance.
• Support the Customer Support Manager in implementing positive departmental improvements and strategies.
• Build strong relationships with internal stakeholders to facilitate effective communication in a remote working environment.
• Act as an escalation point for team support, particularly during out-of-hours shifts, ensuring that all customer issues are resolved efficiently.
• Identify and remove barriers that prevent agents from delivering excellent service, fostering a culture of continuous improvement.
• Utilize basic data analysis to support decision-making and track team performance metrics.
• Encourage a growth mindset within the team, promoting confidence in giving and receiving feedback.

Requirements

• Proven leadership skills with the ability to manage a dynamic remote team effectively.
• Experience in a contact center environment; financial services experience is a bonus.
• Passion for coaching and developing others, with a track record of coaching success.
• Strong attention to detail and the ability to identify and implement process improvements.
• Comfortable analyzing data to support decision-making and drive team performance.
• Growth mindset with the ability to manage up and provide constructive feedback.
• Experience working during shift or unsociable hours is a plus.

Nice to Have

• Experience in financial services or related industries.
• Familiarity with customer service software and tools.
• Strong interpersonal skills and the ability to build rapport with team members and clients.

What We Offer

• Private Healthcare including dental and opticians services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical).
• Salary Sacrifice Pension Scheme up to 7% match.
• Octopus EV Salary Sacrifice Scheme.
• 28 days holiday (plus bank holidays).
• Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave.
• Cycle to Work Scheme.
• Dog Friendly Offices.