Customer Service Team Leader

Capital on Tap

. Lead a team of around 10 agents to deliver exceptional customer and business outcomes .

Posted 11/11/2026full-timeCardiff • United KingdomSenior💰 £34,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities to enhance team performance and engagement in a contact center environment. Proven track record in delivering exceptional customer service outcomes while fostering a supportive and accountable culture.

Highest-signal resume keywords

Leadership AbilityContact Centre ExperienceCoaching SuccessAttention To DetailData Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

ResilienceGrowth MindsetFeedback Management

Industry Keywords

Financial ServicesCustomer ServiceProcess ImprovementsTeam DevelopmentStakeholder Relationships

About the role

Key responsibilities & impact

Lead a team of around 10 agents to deliver exceptional customer and business outcomes
Develop team capability through 1:1s, coaching, huddles, and team meetings
Support the Customer Service Manager in delivering positive departmental improvements
Build strong relationships with internal stakeholders
Act as an escalation point for team support, particularly during out-of-hours shifts
Remove barriers preventing agents from delivering excellent service
Drive team performance, engagement, and development while creating a supportive and accountable culture

Requirements

What you’ll need

Natural leadership ability with resilience to manage a dynamic out-of-hours team
Contact centre experience (financial services experience is a bonus)
Passion for coaching and developing others with proven coaching success
Strong attention to detail and ability to identify process improvements
Comfortable analysing and using basic data to support decisions
Growth mindset with confidence giving and receiving feedback, including managing up
Track record of delivering strong results (shift or unsociable hours experience is a plus)

Benefits

Comp & perks

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
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices
Pool table and arcade machine in the office