Customer Support Team Leader - Midnights

We're looking for a leader who can thrive during these non-traditional hours, building a close-knit, high-performing team that delivers exceptional service when our US customers need it most.

📈Check out the development opportunities in the Customer Support team. 
🏢 This is an office-based role, the Customer Support team works from our Cardiff City Centre Office. After passing the probation period, the requirement will be to work in the office 3 days a week, and 2 days from home.

What You’ll Be Doing ✨
As a Team Lead, your primary role is to drive performance, growth, and engagement within your team while fostering a supportive and accountable culture. Your success is reflected in your team’s results, satisfaction, and overall well-being. You’ll use your leadership skills to cultivate a high-performing, ambitious team and ensure industry-leading customer service.

• Lead a team of approximately 10 agents to deliver exceptional outcomes for customers and the business.
• Develop team skills through 1:1s, coaching, huddles, and meetings.
• Support the Customer Support Manager in driving positive departmental changes.
• Build strong relationships with key internal stakeholders.
• Act as an escalation point for team support when needed, especially during unsociable hours.
• Remove obstacles preventing agents from delivering outstanding service.

Shifts ⏰
You’ll be joining our Customer Support Midnights team, ensuring critical support for our global customer base. Working a Monday-Friday rota. Shift patterns are:

• Week 1: 12:30pm - 9pm
• Week 2: 3:30pm – 12:00am (Midnight)

We’re Looking For ✨
We're seeking a natural leader with the drive and resilience to manage a dynamic out-of-hours team.

• Contact centre experience is essential, and a bonus if it’s in Financial Services
• Genuine passion for team development and a track record of coaching success.
• Strong attention to detail with the ability to identify and address inefficiencies.
• Experience in analysing and interpreting basic data sets.
• A growth mindset—comfortable making mistakes, learning, and improving.
• Confidence in giving and receiving constructive feedback, including managing up.
• A drive for success, backed by a track record of achieving results in previous roles.
• Someone who has worked similar shifts or unsociable hours is a plus!

Diversity & Inclusion 🌈
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.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time), so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:

• 🏥 Private Healthcare, including dental and optician 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
• 🏖️ 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

Check out more of our benefits, values, and mission here.

Interview Process 🤝
We want to make sure you get a great feel for what it’s like to work here:

• First stage: 30-minute intro and values call with Talent Partner (video call)
• Second stage: 60-minute CV overview and competency-based interview with our Midnight's Customer Support Manager (in-person/video call)
• Final stage: 60-minute cultural fit with our Daytime Customer Support Manager and Lead People Partner (in-person)