Customer Care Team Leader – 12-month contract

Mint Velvet

. Champion exceptional customer care, ensuring the customer is at the forefront of all decision making .

Posted 10/28/2026full-timeHigh Wycombe • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates exceptional customer care by prioritizing customer needs and effectively resolving complex queries. Exhibits strong interpersonal communication, attention to detail, and proactive problem-solving skills while managing team performance and workload.

Highest-signal resume keywords

Customer Care ChampionComplex Query ResolutionInterpersonal SkillsPlanning And OrganisationTeam Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Positive OutlookResilienceAttention To DetailProactive ApproachStrong Communication

Industry Keywords

Customer Experience ImprovementPerformance ReviewsService AwarenessTeam SupportWorkload Monitoring

About the role

Key responsibilities & impact

Champion exceptional customer care, ensuring the customer is at the forefront of all decision making
Provide team support, answering queries and identifying solutions
Independently resolve complex customer queries and complaints
Monitor the team’s workload and maintain a high level of service awareness
Identify frictions and improvements in the customer experience, raising issues and feedback as appropriate
Conduct regular 1:1 and performance reviews
Work collaboratively with the wider team and contribute to customer care objectives and initiatives

Requirements

What you’ll need

Positive and optimistic outlook
Resilience - able to roll with change and challenges
Excellent interpersonal skills, supported with strong written and verbal communication
A high level of attention to detail and the ability to read between the lines
A proactive approach and ‘can do’ attitude
Strong planning and organisation of work
Previous experience managing direct reports preferred
Required to work until 8pm on one or two evenings per week
Working hours include some Saturdays and Bank Holidays

Benefits

Comp & perks

Competitive starting salary and great career prospects in a fast paced and growing business
25 days holiday, plus bank holidays and a day off on your birthday
Company-funded private health insurance and access to Smart Health
Life assurance
Discretionary bonus scheme
50% staff discount
Bespoke induction support and ongoing development to help you thrive in your new role
A welcoming and inspiring work-environment
Yoga classes and social activities