Hybrid Deputy Team Leader, Customer Care

Equiniti Trust Company, LLC; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A customer service organization in Cardiff is searching for a Deputy Team Leader to support the Contact Centre. In this full-time role, you will lead a team, ensure high customer satisfaction, provide coaching, and handle escalations. Ideal candidates have prior supervisory experience in a contact centre and a passion for exceptional service. This position also offers 29 days of annual leave plus Bank Holidays and a hybrid work setup.

Benefits

29 days annual leave plus Bank Holidays

Paid volunteering time

Life insurance at 4x your salary

Access to Health and wellness platform

Qualifications

• Experience in a supervisory or senior agent role in a contact centre.
• Stay calm under pressure and handle competing priorities.
• Understand contact centre metrics and KPIs.

Responsibilities

• Lead a team of customer service agents to meet performance targets.
• Monitor calls, emails, and chats for quality and compliance.
• Provide coaching and handle escalated customer queries.
• Support workforce planning and scheduling.
• Step in as Team Leader when needed.

Skills

Previous experience in a contact centre environment

Passion for delivering outstanding customer service

Excellent communication and people skills

Ability to motivate and guide a team

Problem-solving mindset

Job description

A customer service organization in Cardiff is searching for a Deputy Team Leader to support the Contact Centre. In this full-time role, you will lead a team, ensure high customer satisfaction, provide coaching, and handle escalations. Ideal candidates have prior supervisory experience in a contact centre and a passion for exceptional service. This position also offers 29 days of annual leave plus Bank Holidays and a hybrid work setup.