The role

At the heart of the Customer Experience Team, our Customer Team Leaders are subject matter experts on all systems, operational workflows and policies related to the customer journey at [Employer hidden — view at passion-project.co.uk]. Reporting to the regional Customer Communications Manager, whom you will work closely with, you will be responsible for organising the busy day-to-day operations for your team of CE advisors and Senior advisors. You will be the go-to person for any questions or support they might need.

You will empower and lead the team with confidence and care, monitor the daily performance across multiple contact channels, collaborate closely with our internal fulfilment teams to ensure that all orders and customer enquiries are processed as efficiently as possible.

You will be responsible for resolving complaints, coaching team members and performing quality assurance checks on your team's interactions with our customers to ensure service excellence.

What you will be doing

• Oversee daily CE operations, including rotas, coverage, and real-time resource management
• Monitor contact volumes and allocate team members to priority or specialist cases
• Act as escalation point for complex issues, complaints, and Trustpilot reviews
• Lead, coach, and develop team members, supporting performance plans
• Ensure quality through regular QA checks and continuous improvement
• Support onboarding and deliver ongoing training
• Collaborate cross-functionally (Ops, Pricing, Fraud, Logistics) to resolve cases
• Manage internal processes, including Jira tickets and key admin tasks
• Maintain product knowledge and support wider team goals

What we are looking for

• Strong Customer Experience /Service Background - you care about customers and inspire others to care.
• Experienced Leadership background
• Excellent communication skills - you can lead with confidence and care
• Familiar with Customer Support messaging tools and platforms
• Skilled communicator who thrives on proactively managing complex issues through to resolution.
• Highly organised with ability to prioritise and re-prioritise tasks according to level of urgency / business impact.
• Tech-savvy with the ability to navigate and troubleshoot across multiple products / platforms
• Adaptable to change with strong Emotional Intelligence skills
• Experienced in leading teams through change

Our Values; applied

Better, Connected: We work collaboratively and embrace diversity

Empowering and Empowered: We celebrate ownership and initiative

Insight-driven: We act based upon data and reflection

Agents of Change: We innovate and promote sustainability

Focussed on Excellence:We aim high, and work smart

Passionately Ambitious:We encourage creativity and strive to improve through innovation

About [Employer hidden]

We are [Employer hidden], the largest global platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. [Employer hidden] is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro.

We recognise the benefit of inclusive practices to better build a diverse community here at [Employer hidden]. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.

[Employer hidden] customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At [Employer hidden], every employee has the opportunity to make an impact and grow.

Benefits

• 25 days annual leave + bank holidays
• 1 wellbeing day off per year
• 5% employer contributory pension scheme
• Private healthcare
• Access to EAP with a range of employee discounts
• Buzzing social calendar
• Dog friendly workplace
• Bespoke Learning Management System - the [Employer hidden] 'Learning Lab' with access thousands of free courses to upskill in any areas you'd like; whether personally or professionally
• 2 volunteer days per year for charity which aligns with [Employer hidden] values, and of your choosing