Customer Services Team Leader

WE ARE HIRING A CUSTOMER SERVICES TEAM LEADER

Ever opened a new bank account and got a weekend away? Spent on fashion and received a personal styling session? Picked up groceries and walked away with cinema tickets?

If so, you’ve probably experienced a TLC Worldwide campaign - without even knowing it.

At TLC, we help the world’s biggest brands drive customer acquisition, loyalty and engagement with emotionally engaging, experience-led rewards. From global banks to high street retailers, our programs are designed shift behaviour, boost ROI and build genuine brand love – at the fraction of the cost of discounting and cash offers. Backed by COSMOS, our all-in-one program platform, we deliver personalised campaigns at scale with live data, smart insights, and seamless customer journeys.

We’ve spent 30 years mastering what moves customers; combining deep consumer insight, a global network of 100,000+ rewards, and a unique ability to drive measurable ROI for brands.

We’re 400+ people strong, across 15 global hubs. A collective of marketers, creatives and strategists who care about doing great work - and having fun while we do it. We celebrate bold thinking, empower growth, and champion the kind of culture that helps people thrive.

Here are a few things that we've got to offer:

• Dynamic & collaborative team in a creative environment with exposure to global clients & colleagues - Check out our clients

• Weekly webinars to support your development through our People Academy

• Annual TLC Wellness Week and programmes throughout the year

• TLC Culture Club - including seasonal social events, tasty lunches & more

• TLC Gives Back - volunteering opportunities, including off site visits and volunteering leave

• TLC Rise - supporting and empowering women into leadership roles

• 'Frankies' - Our very own awards ceremony where we walk down the TLC red carpet in our best outfits

• TLC Owner's Club - Everyone that is part of the TLC experience contributes to our success, which is why we all own a piece of TLC as part of our share holder scheme

This is a fast-paced, hands-on leadership role, ideal for someone who thrives in a high-volume environment, enjoys solving problems, and is passionate about building high-performing teams.

What you'll be doing:

Leading & Developing a High-Performing Team

• Coach, develop, and motivate a team of Customer Service agents to consistently deliver against KPIs and SLAs

• Provide ongoing feedback, run performance reviews, and support personal development

• Create a positive, accountable, and high-energy team culture

• Support hiring, onboarding, and continuous capability building

Driving Operational Excellence

• Oversee day-to-day customer service operations, ensuring all queries are handled efficiently and within SLA

• Manage ticket queues, workflows, and inboxes (e.g. Zendesk), ensuring smooth and balanced workload distribution

• Maintain accuracy and consistency across all customer communications and CRM systems

• Continuously identify and implement process improvements to enhance quality and efficiency

Owning Escalations & Customer Experience

• Act as the go-to escalation point for complex or sensitive customer issues

• Resolve complaints in a fair, timely, and customer-first way

• Identify recurring issues and partner with internal teams to drive long-term solutions

Supporting Campaign Delivery & Partners

• Build strong understanding of live campaigns, customer journeys, and partner requirements

• Collaborate with internal teams, suppliers, and third-party partners to resolve customer queries

• Support the delivery of campaigns by ensuring the customer experience is consistent, accurate, and aligned

Performance & Insight

• Track and report on team performance (KPIs, SLAs, CSAT)

• Analyse data to identify trends, risks, and opportunities

• Support forecasting, planning, and continuous improvement across the function

Who we're looking for:

• Experience handling escalations and complex customer complaint

• Proven experience leading or supervising a Customer Service team in a high-volume environment

• Strong track record of managing performance, coaching individuals, and driving results

• Excellent organisational skills with the ability to manage multiple priorities and campaigns

• Confident communicator with strong interpersonal skills

• A proactive, solutions-focused mindset with high attention to detail

Nice to have

• Experience in travel, bookings, or partner-based environments

• Familiarity with CRM/ticketing systems (e.g. Zendesk, Dynamics 365)

• Experience working with outsourced or third-party service providers

• Commercial awareness and understanding of campaign performance

Who you are

• Customer-first, with genuine empathy and professionalism

• Calm under pressure and confident handling sensitive situations

• Highly organised and detail-oriented

• Adaptable in a fast-moving, ever-evolving environment

• Collaborative, positive, and driven to improve how things are done

Being a people-led business, we hire upon values and believe that our people are what make the beloved TLC culture so unique.

At TLC we aim to create a ‘world within the world’ that is free from prejudice, bias and inequity.

A world where diversity is valued and celebrated, and where we work hard to ensure all our wonderful people are given equal opportunity to succeed.

If you're excited by everything we've told you, then it's time to apply!