Team Leader - Customer Engagement Centre

Team Leader - Customer Engagement Centre

• Department: Customer Engagement
• Employment Type: Full Time
• Location: Pure Offices, Leeds
• Compensation: £28,000 - £32,000 / year

Description

About the team:At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the forefront of delivering exceptional customer service by creating an excellent customer journey with our customers and supporting our mission to revolutionise the buying and selling of vintage, valuable and unique items. 
With a focus on reCommerce, reuse and recycling, we’re driving a responsible approach to consumerism and sustainability. Backed by VC firms such as Dutch Founders Fund and Airbridge Equity Partners, we’re scaling rapidly and making a positive global impact. 
About the role:As a Team Leader, you’ll lead and motivate a team of contact centre agents to deliver consistently brilliant customer service. Reporting to the Operations Manager, you’ll be accountable for the performance, wellbeing, and development of your team — ensuring every colleague is equipped to succeed.
This is an exciting opportunity to inspire a growing team, drive operational excellence, and help shape the future of Vintage Cash Cow’s customer experience during a time of transformation and growth.

Getting Started...

• Learn the structure, workflows, and systems of the Customer Engagement Centre.
• Build relationships with your team and gain a clear picture of their strengths and development areas.
• Understand performance metrics, SLAs, and the customer service standards we’re aiming for.
• Shadow experienced leaders and align with the Operations Manager on business goals.

Establishing Your Impact…

• Coach and mentor your team to deliver high standards of quality assurance.
• Take ownership of team rotas, workflows, and performance tracking.
• Manage escalated calls and complex cases, resolving them at first point of contact.
• Hold regular 1:1s, coaching sessions, and team meetings to support colleague growth.
• Collaborate closely with other departments to deliver seamless customer experiences.

Driving Excellence…

• Use data-driven insights to improve team performance and behaviours.
• Drive engagement and wellbeing across your team, fostering a supportive culture.
• Champion change initiatives and help embed new ways of working.
• Take ownership of recruitment and onboarding within your team, ensuring new starters thrive.
• Continuously refine processes to deliver operational efficiency and improved customer outcomes.

Key Responsibilities

Key Goals & Objectives:

• Consistently meet or exceed SLA, KPI, and quality benchmarks across all customer channels.
• Build, develop, and retain a high-performing team of contact centre agents.
• Ensure 95%+ of escalated calls are resolved at first point of contact.
• Deliver strong team engagement and wellbeing scores.
• Partner effectively with Operations and other departments to achieve business objectives.
• Successfully recruit, onboard, and develop new team members.

Key Responsibilities:

• Lead, coach, and mentor a team of CEC agents to deliver excellent customer service.
• Manage team rotas, workloads, and performance metrics.
• Resolve escalated calls and complex complaints directly.
• Drive team engagement and wellbeing initiatives.
• Ensure adherence to policies, procedures, and HR standards.
• Use data insights to track and improve individual and team performance.
• Hold regular 1:1s, team meetings, and coaching sessions.
• Collaborate with the Operations Manager on strategy and objectives.
• Recruit and onboard new team members effectively.
• Manage multiple workstreams, from inbound/outbound calls to digital channels.

Skills, Knowledge And Expertise

• Excellent leadership skills, with at least 1 year’s experience as a Team Leader or Manager in a contact centre environment.
• Proven ability to deliver outstanding customer service and resolve escalated complaints.
• Strong experience in coaching, mentoring, and developing team members.
• Knowledge of HR policies and procedures.
• Tech-savvy with strong system/application skills.
• Data-driven approach with excellent attention to detail.
• Resilient, adaptable, and able to thrive in a fast-paced environment.
• Strong experience meeting SLAs, KPIs, and objectives.
• A collaborative mindset and positive, lead-by-example attitude.

Desirable Skills and Experience 

• Experience working in a sales contact centre with high-value targets.
• Background in both inbound and outbound contact centre environments.
• Has successfully used CRM systems to manage customer interactions efficiently. 
• Have worked within a company that has an operational warehouse with physical products. 

Equal Opportunities

At Vintage Cash Cow, we are committed to fostering an inclusive environment where everyone feels heard, valued, respected and empowered to bring their authentic self to work. We believe that diversity drives innovation, creativity and success. 
We welcome applicants from all backgrounds, perspectives and experiences, and we strive to create equitable opportunities for all. Together, we’re building a culture that celebrates individuality and champions equity at every level of our organisation. 
If you’re excited about this role, but don’t tick every box, we still encourage you to apply. Your unique skills and experiences might be just what we’re looking for now or in the future. 
If you need adjustments or accommodations during the hiring process, please reach out to us and we will do our best to support you.