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About the Role
Teya is building a financial platform for local businesses across Europe, focusing on simple tools, thoughtful design, and real human support. This role involves leading a team to deliver exceptional customer service with a focus on "heartwarming hospitality."
Responsibilities
- Lead, coach, and develop a team of up to 10 Customer Relations Agents through regular 1 to 1s, call and chat listening, and real-time feedback.
- Set the standard for heartwarming hospitality on your team and hold agents accountable for it in every interaction.
- Manage day-to-day performance against quality, productivity, and customer satisfaction targets.
- Act as the escalation point for complex or sensitive customer cases.
- Run onboarding, training, and ongoing skill development for your team.
- Monitor rota, attendance, and workload across your pod to ensure consistent coverage.
- Identify recurring themes or friction points in customer contact and provide feedback to management and the wider business.
- Collaborate cross-functionally with Product, Supply Chain, Customer Due Diligence, and Sales to address root causes of customer contact.
- Report on team KPIs and contribute to wider Customer Relations planning.
Requirements
- Proven experience managing a team in a contact centre or customer service environment, with clear ownership of team performance and quality.
- A track record of coaching agents to improve both their performance metrics and their customer interaction quality.
- A naturally warm, empathetic leader who models the expected standard for the team.
- Calm and constructive under pressure, especially when supporting the team through difficult or emotional cases.
- Strong commercial awareness and sound judgment for escalations or decision-making.
- Comfortable using performance data to drive coaching.
- Excellent communication skills, both with the team and cross-functionally.
- Fluent English, spoken and written.
Skills
- Team Leadership
- Coaching
- Customer Service
- Performance Management
- Escalation Management
- Training and Development
- Cross-functional Collaboration
- Data Analysis
- Communication
Location
- Central London
Work Type
- Onsite
- Full-time
Experience Level
- Management Experience
Benefits
- Physical and mental health support through GymPass (access to 1,500+ gyms, 1-1 therapy, meditation, digital fitness/nutrition apps)
- Extended and improved maternity and paternity leave
- Cycle-to-Work Scheme
- Health and Life Insurance
- Pension Scheme
- 25 days of Annual Leave (+ Bank Holidays)
- Office snacks
About the Company
- Teya provides a financial platform for local businesses across Europe.
- The company aims to simplify financial services with user-friendly tools, thoughtful design, and dedicated human support.
- Teya believes local businesses deserve better financial tools and support.
Equal Opportunity
- Teya is proud to be an equal opportunity employer.
- Committed to creating an inclusive environment where everyone can thrive regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background.
- Believes a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace.
- Offers reasonable adjustments for candidates requiring assistance during the recruitment process.