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Customer Support Team Leader - Midnights

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Capital on Tap

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Location:
United Kingdom , Cardiff

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We're looking for a leader who can thrive during these non-traditional hours, building a close-knit, high-performing team that delivers exceptional service when our US customers need it most. As a Team Lead, your primary role is to drive performance, growth, and engagement within your team while fostering a supportive and accountable culture. Your success is reflected in your team’s results, satisfaction, and overall well-being. You’ll use your leadership skills to cultivate a high-performing, ambitious team and ensure industry-leading customer service.

Job Responsibility:

  • Lead a team of approximately 10 agents to deliver exceptional outcomes for customers and the business
  • Develop team skills through 1:1s, coaching, huddles, and meetings
  • Support the Customer Support Manager in driving positive departmental changes
  • Build strong relationships with key internal stakeholders
  • Act as an escalation point for team support when needed, especially during unsociable hours
  • Remove obstacles preventing agents from delivering outstanding service

Requirements:

  • Contact centre experience is essential
  • Bonus if experience is in Financial Services
  • Genuine passion for team development and a track record of coaching success
  • Strong attention to detail with the ability to identify and address inefficiencies
  • Experience in analysing and interpreting basic data sets
  • A growth mindset—comfortable making mistakes, learning, and improving
  • Confidence in giving and receiving constructive feedback, including managing up
  • A drive for success, backed by a track record of achieving results in previous roles
  • Someone who has worked similar shifts or unsociable hours is a plus
What we offer:
  • Private Healthcare, including dental and optician 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
  • 28 days holiday (plus bank holidays)
  • Annual Learning and Wellbeing Budget
  • Enhanced Parental Leave
  • Cycle to Work Scheme
  • Season Ticket Loan
  • 6 free therapy sessions per year
  • Dog-Friendly Offices
  • Free drinks and snacks in our offices

Additional Information:

Job Posted:
December 07, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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