Salary: Up to £32,000 DOE + 10% Bonus paid Monthly
Reporting To: Customer Care Manager
About Us
Interior Goods Direct is a leading UK manufacturer and digital retailer in the window furnishings sector, operating a portfolio of successful e-commerce brands across the UK and Ireland. Unlike many online competitors, we design and manufacture our own made-to-measure blinds, shutters and curtains right here in the UK, from our state-of-the-art facility in Huddersfield, Yorkshire—an area renowned for its rich textile heritage.
To date, we’ve proudly produced and delivered over two million window coverings nationwide and have earned an ‘Excellent’ rating on Trustpilot, reflecting our commitment to quality, service and customer satisfaction.
With a marketing investment exceeding £10 million annually and a growing team of around 300 colleagues, we are a data-driven, performance-focused business with significant scale and momentum..
As our business continues to grow, we’re looking for an experienced Customer Care Team Leader to join our busy customer contact centre and help lead a team across phone, email and live chat channels.
The Customer Care Team Leader is responsible for leading a team of 14 Customer Care Advisors to deliver high-quality, efficient, and consistent service across phone, email, and live chat.
This is a hands-on leadership role combiningpeople development, performance management, and operational delivery. You will be accountable for driving team performance against key service and quality metrics, while fostering a positive, high-performing team culture.
Success in this role requires a leader who canadapt their coaching style to individuals, confidently manage performance, and make sound decisions in a fast-paced environment.
This is a hybrid role, with office-based working required on Monday, Tuesday and Friday, and the option to work from home on Wednesday and Thursday. Working hours will be scheduled between 8:30am and 6:00pm on a rotational basis to be agreed with the successful candidate.
Key Responsibilities and Duties
Daily Tasks Will Include but Not Limited To:
Team Leadership & Performance Management
- Lead, motivate and develop a team of approximately 14 Customer Care Advisors
- Conduct regular 1-2-1 meetings, coaching sessions and performance reviews
- Adapt coaching methods to suit individual learning styles and development needs
- Monitor individual and team performance against key KPIs including productivity, quality, customer satisfaction and service levels
- Recognise and reward strong performance
- Manage underperformance in a timely, fair and professional manner
- Support the onboarding and training of new starters
- Maintain high standards of professionalism, attendance, conduct and accountability across the team
- Handle employee relations matters including performance management, investigations, disciplinaries and absence management where required
- Work closely with senior leadership and HR when managing formal employee matters
- Create a positive, collaborative and high-performing team culture
Operational Management
- Take ownership of day-to-day performance across phone, email and live chat channels
- Ensure service levels are achieved and customer demand is effectively managed
- Provide real-time support to advisors handling complex customer queries
- Ensure advisors are following company processes and delivering accurate information
- Support operational challenges and changing business priorities with a flexible approach
Customer Experience & Escalations
- Drive consistently high standards of customer service across all customer touchpoints
- Handle escalated customer complaints and complex queries professionally
- Identify recurring customer issues and work proactively to reduce repeat problems
- Review trends relating to complaints, refunds, remakes and customer feedback
- Work closely with wider departments including Production, Dispatch and Sales to resolve customer issues quickly and effectively
- Analyse team performance data to identify trends and opportunities for improvement
- Make recommendations to improve customer experience and internal processes
- Support the implementation of new processes and operational improvements where required
- Experience: minimum of 3 years Team Leader experience within a customer service, contact centre or operational environment
- Proven experience managing team performance and developing people
- Strong coaching skills with the ability to adapt leadership style to different personalities and experience levels
- Previous experience handling disciplinary processes, performance concerns, absence management or employee relations matters
- Ability to handle difficult conversations confidently, fairly and professionally
- Strong communication and interpersonal skills
- Excellent problem-solving and decision-making abilities
- Ability to remain calm under pressure in a fast-paced environment
- Strong organisational skills and attention to detail
- Experience managing multiple customer contact channels including phone, email and/or live chat
- Strong understanding of customer service standards and customer experience delivery
- Experience working within an e-commerce or retail environment
- Experience within the window furnishings industry
- Experience managing complaints, refunds, remakes or escalated customer issues
- Experience working with performance metrics, service levels and KPI reporting
- Knowledge of contact centre systems such as telephony, live chat or workforce management platforms
If you’re interested in this role, please email your CV to chris.sheldon@interiorgoodsdirect.com
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