About THG Ingenuity
THG Ingenuity is a fully integrated digital commerce ecosystem designed to power brands without limits. Our end‑to‑end tech platform comprises three products: THG Commerce, THG Studios, and THG Fulfilment. The Customer Service Team Leader role supports the team that delivers exceptional service to our global clients such as Coca‑Cola, Nestlé, Elemis, Homebase, and Proctor & Gamble.
Role Purpose
The Customer Service Team Leader is responsible for leading, coaching and developing a team of Customer Service Advisors to deliver consistently outstanding customer experiences. You will ensure that every interaction reflects THG Ingenuity’s values, brand standards and commitment to putting the customer at the centre of every decision.
Key Responsibilities
- Champion a customer‑centric mindset, ensuring decisions are always made with the customer experience in mind.
- Act as a role model for caring, respectful and solutions‑focused customer interactions.
- Proactively identify friction points in the customer journey and work collaboratively to improve them.
- Lead, coach and motivate a team of Customer Service Advisors, fostering a culture of trust, accountability and continuous improvement.
- Provide regular feedback, one‑to‑ones and performance coaching, focusing on both results and behaviours.
- Support wellbeing, engagement and inclusion, recognising the importance of people feeling valued and supported to deliver their best work.
- Support teams with escalated complaints to resolve and improve service.
- Own team performance against agreed KPIs including customer satisfaction, quality, productivity and service levels.
- Ensure adherence to policies, processes and regulatory requirements while maintaining a human and flexible approach.
- Use data and insight to identify trends, manage workload and drive improvements.
- Own personal performance contributing to net output metrics to achieve SLAs and support department profit margins.
- Work closely with other teams across THG Ingenuity to resolve customer issues and share insight that drives better outcomes.
- Communicate clearly and consistently, ensuring the team understands priorities, changes and expectations.
- Act as an advocate for both the customer and your team, balancing business needs with empathy and fairness.
- Lead with care, integrity and respect — for customers, colleagues and the wider business.
- Create a safe, inclusive and high‑performing environment where people are supported to succeed.
- Take ownership, act proactively and hold yourself and others accountable.
- Consistently demonstrate THG Ingenuity’s values and commitment to putting the customer at the heart of everything we do.
- Monitor closely team performance, liaising with HR teams where necessary for policy and process support.
EEO Statement
THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.
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