Capital on Tap is seeking a Remote Customer Service Team Leader - Nights to lead a remote team of agents delivering exceptional customer and business outcomes. You will drive performance, engagement, and development within your team while creating a supportive and accountable culture during out-of-hours shifts.
What You’ll Do
- Lead a remote team of around 10 agents to deliver exceptional customer and business outcomes.
- Develop team capability through virtual 1:1s, coaching sessions, huddles, and team meetings.
- Support the Customer Support Manager in delivering positive departmental improvements.
- Build strong relationships with internal stakeholders in a remote working environment.
- Act as an escalation point for team support, particularly during out-of-hours shifts.
- Remove barriers preventing agents from delivering excellent service.
What We’re Looking For
- Natural leadership ability with resilience to manage a dynamic out-of-hours remote team.
- Contact centre experience.
- 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 decision-making.
- Growth mindset with confidence giving and receiving feedback, including managing up.
- Track record of delivering strong results.
Nice to Have
- Financial services experience.
- Shift or unsociable hours experience.
Team & Environment
You will lead a team of around 10 agents and report directly to the Customer Support Manager.
Benefits & Compensation
- 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
Work Mode
This is a remote position based in the UK, requiring you to lead a team during night shifts.
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.
