Customer Care Team Leader

• Leading, coaching, and developing team members through regular one-to-one conversations, performance reviews, and day-to-day support
• Planning and coordinating daily workloads, resourcing, and absence cover to maintain service levels
• Managing recruitment, onboarding, and structured training to build a capable and engaged team
• Acting as a second-line escalation point for complex customer issues and complaints, ensuring timely and effective resolution
• Monitoring service quality, order accuracy, and call handling, providing clear and constructive feedback
• Maintaining and improving processes and ways of working to increase efficiency and customer satisfaction
• Analysing performance data and KPIs to identify trends and improvement opportunities
• Supporting cross-team initiatives and operational reviews to strengthen end-to-end customer experience

• At least five years of experience in a customer care or comparable commercial role
• Minimum of two years in a people leadership position
• Demonstrated experience handling escalated customer queries and complaints in a structured and professional manner
• Strong people management skills, with the ability to motivate, develop, and engage diverse teams
• High level of organisational and planning capability, with attention to detail and sound judgement
• Confident written communication skills and the ability to work effectively across multiple business areas
• Proficiency in MS Office applications
• Experience of ERP systems such as SAP considered an advantage

Experience of ERP systems such as SAP

A valuable, competitive package of compensation and benefits programs