Job Overview
This hands-on Team Leader role is responsible for leading your team through the day-to-day activities across a multi-functional customer operations department, ensuring the effective delivery of both customer interactions and critical back-office services across B2B and B2C environments.
The role provides leadership across customer contact, order entry, managed order support, order resolution, embellishment set-up and administrative activities, ensuring work is prioritised, coordinated and delivered in line with customer expectations and business commitments. Working within a fast-paced environment, you will balance real-time customer demand with planned operational activity, making effective workforce decisions to maximise service performance and productivity.
Reporting to the Head of Customer Operations, you will provide visible day-to-day leadership through coaching, performance management and real-time operational decision making. You will be responsible for coordinating resources, managing workflow across multiple workstreams, monitoring service levels and ensuring your team delivers a consistently high standard of service while adapting to changing business priorities.
Calm under pressure and highly organised, you will engage with internal stakeholders across commercial, operations and support functions to resolve issues, remove barriers and drive continuous improvement, ensuring customers receive an exceptional experience from order placement through to fulfilment and resolution.
Key Duties and Responsibilities
- A leadership role that actively leads, coaches, and supports a team of agents.Providing professional, excellent service and support, to internal and external customers at all times.
- Co-ordinate activities appropriately across team members to support administrative and operational tasks delivering against key service levels protaining to managed order support, order entry, digital order support, customer set up, customer support and issue resolution.
- Interview, hire, and onboard new starters, working with the trainer to ensure a smooth induction process and confirming that new team members possess the skills and capabilities required to support our customer base confidently
- Develop team knowledge and capability, supporting and co-ordinating with training support to ensure both new joiners and existing team members are comfortable and excel across all accounts, processes, and systems.
- Manage and prioritise both your own and your team’s daily and weekly workload to maintain operational efficiency.
- Maintain strong proficiency in Microsoft and internal company applications, ensuring the team has the tools and knowledge needed to perform effectively.
- Support the Head of Customer Operations by running reports, delegating tasks, and providing daily operational support to colleagues and the wider team.
- Lead by example, fostering a motivated, engaged, and high-performing customer service team.
- Ensure all customer orders and email enquiries are processed within SLA, prioritising urgent tasks to maintain service standards and customer satisfaction.
- Monitor and maintain department telephone and digital performance targets, ensuring responsiveness and quality of service.
- Attend project meetings with account managers, offering relevant insights and operational support.
- Conduct monthly one-to-one meetings with team members, providing coaching, development support, and addressing individual needs.
- Act as an escalation point for the team, taking over calls when necessary and supporting effective resolution of complex or urgent customer issues.
Knowledge, Skills and Experience Required
Experience
- Proven experience in team leadership, having previously held a Team Leader or similar leadership role within a Customer Service/contact centre environment is essential
- Demonstrated experience coaching, training, and developing team members.
Skills & Capabilities
- Acts professionally at all times and demonstrates a consistently positive attitude.
- Strong customer-centric mindset with good planning and organisational skills.
- High level of integrity with the ability to use initiative and make informed decisions.
- Excellent communication skills, with the ability to present information clearly and confidently.
- Effective leadership skills, with the ability to motivate both self and team.
- Strong computer literacy across relevant software and internal systems.
- Ability to drive engagement and maintain a positive personal influence within the team.
- Innovative and creative approach to problem-solving, with the ability to identify and deliver process improvements.
- Works effectively as part of a team, supporting shared goals and maintaining strong working relationships.
- Demonstrated experience coaching, training, and developing team members.
Life Working at Mi Hub - What we can offer you!
Our people are at the heart of our business. At Mi Hub, we know how hard our people work to achieve our business goals and keep our customers at the heart of our work.
- Mi Time Policy (after full training is completed) – minimum 3 days in the office and flexi your time and building up an extra half days annual leave per month. Also, grab a free tea and coffees whenever you are in the office!
- Annual leave - 25 days holiday plus Bank Holidays increasing to 27 days plus bank holidays when you get to 5 years’ service. If this isn’t enough, we provide the ability once a year for employee to buy extra annual leave.
- 3x death in service life insurance scheme should the worst happen in your employment with us.
- Celebrating Service, we offer long service awards to celebrate continued employment.
- EAP covering support for mental health and well-being.
- Employee Engagement (survey or Mi Forum) – We care for your opinions.
- Social calendar driven by our desire to raise funds for local and national charities, supporting a number each year.
- We take huge pride in our ESG policy which includes our impact on the environment and ensuring our company is ‘a great place to work’.
- Career progression accessible with our bronze, silver and gold banding.
Mi Hub is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Mi Hub will keep your details for 13 months in accordance with our privacy policy, in case any other roles crop up that we think you'd be suitable for. If you'd like us to remove your details at any point, please contact the recruitment team on recruitment @mi-hub.co.uk
Mi Hub operates a Preferred Supplier List for recruitment agencies and only accept candidate introductions from agencies we have specifically engaged in writing for a particular role. Any unsolicited CVs or contact from agencies not formally instructed on the role, will not be recognised and no fees will be payable. Should we engage with a candidate whose details were submitted speculatively in this manner, it will not constitute acceptance of terms, and no agency fees will be owed.
Job Types: Full-time, Permanent
Benefits:
- Bereavement leave
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free parking
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Application question(s):
- Can you reliably travel to the office location (Castle Donington) at least 3 times per week?
Experience:
- Customer Service/Contact Centre Team Leader: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Derby DE74 2UG
