Customer Care Team Leader

Every exceptional customer moment starts with our people

At TFG London, we believe that it’s our team who bring our house of brands to life. All our colleagues across Hobbs, Phase Eight, Whistles, and Inside Story play a vital role in our success story and that story is only getting more exciting!

We’re looking for an energetic and people-focused Customer Care Team Leader to join our team and help us deliver the exceptional service our customers expect across all our brands. This full-time role is hybrid, working one to two days a week in our office in Hoo, Kent.

What you’ll do

As our Customer Care Team Leader, you’ll play a key role in keeping our customer service department running smoothly and efficiently every day. You’ll:

• Lead and support the customer service team, ensuring everyone is motivated, productive, and well looked after.

• Oversee the day-to-day operations, making sure we meet our service level targets across all contact channels.

• Handle escalated customer queries quickly and effectively, turning challenges into opportunities to strengthen loyalty.

• Monitor KPIs, spotting ways to improve quality, processes, and team performance.

• Collaborate with other departments and stores to ensure seamless communication and great customer experiences.

• Coach and develop your team through regular one-to-ones, feedback, and training opportunities. 

• Champion continuous improvement—sharing ideas, streamlining processes, and celebrating success along the way.

Who you’ll be

You’ll be a natural leader who brings out the best in others. You’ll have a genuine passion for people and customer service, along with the confidence to make decisions and drive results. You’ll also have:

• Proven experience leading or supervising a customer service team.

• Strong communication and problem-solving skills, with a calm, approachable style. 

• Excellent organisational skills with the ability to manage priorities and adapt to change. 

• A positive outlook and a collaborative spirit—someone who motivates, supports, and inspires others.

TFG London Inclusion and Diversity statement of commitment:

At TFG London, we're proud to be a Disability Confident and Ban the Box employer. We’re committed to creating an inclusive culture that welcomes, develops and celebrates diversity of backgrounds, experiences, ideas and perspectives. We are working together to ensure our environment is one where difference is not only respected but encouraged and celebrated and people can bring their authentic, unique selves to work, where their contribution is valued, ability enhanced, and perspective appreciated.