Customer Care Team Leader

Job description

PRIMARY PURPOSE OF THE ROLE: To lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution. The role is accountable for day-to-day operational oversight, escalation management, ticket flow, and team performance in line with agreed KPIs, SLAs, and business objectives. KEY RESPONSIBILITIES: Team Leadership & Daily Operations: - Lead and support the Customer Service team in day-to-day operational activities. - Conduct daily team huddles to review workload, priorities, risks, and service commitments. - Allocate and manage work across the team to ensure balanced workloads and SLA adherence. - Act as the first point of escalation for complex customer issues and internal queries. - Provide coaching, guidance, and on-the-job support to team members Escalations & Ticket Management - Own and manage escalated customer enquiries, complaints, and service issues through to resolution - Oversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAs - Monitor ticket queues and ageing, identifying risks and reallocating work where re...