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Capital on Tap Logo Capital on Tap · Customer Service

Customer Support Team Leader

United Kingdom, Cardiff 32000.00 - 38000.00 GBP / Year · Job Posted January 15, 2026
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Job Description

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

Requirements

  • Contact centre experience is essential, and a bonus if it’s 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

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
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