Customer Service Team Leader

CUSTOMER SERVICE TEAM LEADER Reporting to: Customer Service Manager Team: Customer Service Contract: Permanent Location: Telford (hybrid, 2–3 days per week on site) Category: Beauty, wellness and nutrition Salary Banding: £28,000 - £31,000 Company Overview Absolute Collagen is the UK's best-selling liquid collagen supplement and a fast-growing wellness brand operating at the intersection of beauty, health and nutrition.

Founded in 2017 by Maxine and Darcy Laceby, the business has built a highly engaged community of over 60,000 subscribers within a subscription-first, multichannel model. The brand is built around its core platform, Age Powerfully, celebrating confidence and vitality at every stage of life. Backed by private equity investor Livingbridge and certified B Corp since 2023, the business is at an important inflection point.

Growth is accelerating, our customer base is expanding, and our Customer Service team is evolving to match, with a sharper focus on quality, insight and smarter ways of working that keep our Absoluters at the heart of everything we do. Why This Role Exists This role exists to give our Customer Service team strong, hands-on leadership day to day, making sure every customer receives a consistently brilliant experience.

Based in Telford alongside our Operations team, the Team Leader sets the standard, coaches the team to meet it, and takes ownership of the cases that matter most to our customers.

About the Role

As a Customer Service Team Leader, your time will be split equally: 50% leading the team and 50% working directly with customers. On the leadership side, you will be responsible for the team’s performance, such as reviewing KPIs and quality checking customer interactions, then holding regular 1:1 conversations and coaching advisors.

On the customer side, you will manage escalations and our most complex customer service cases, keeping you close to what our customers are really experiencing. Customer retention runs through both: you’ll have a direct impact on keeping our subscribers loyal, through your own conversations and by coaching the team to hit their retention targets.

You will also work closely with our Customer Experience Executive to create better customer service, deliver automation initiatives and drive continuous improvement across the team. This role is great for someone who is a natural, hands-on leader: someone who loves helping people be their best, stays calm and fair with a challenging customer, genuinely cares about keeping customers for the long term, and is always looking for a better way of doing things.

Role Impact Customer experiences that go beyond fixing the problem and genuinely wow and delight, from someone who truly cares about getting the best outcome for every customer Consistently high-quality customer service across emails, calls and chats A direct impact on customer retention, both through your own conversations and by coaching the team to keep more of our subscribers loyal to Absolute Collagen A motivated, well-coached team that meets its KPIs and retention targets Faster, fairer resolution of escalated and complex customer cases Fewer repeat contacts and manual tasks through automation and better processes Customer insight that helps the wider business improve our products and service What Success Looks Like Team KPIs (such as response times, quality scores, customer satisfaction and retention) are consistently met or exceeded Regular coaching and quality checks are embedded, with clear feedback and visible improvement in individual performance Escalations are resolved promptly and to a high standard, with root causes identified and fed back to the team Improvement and automation initiatives delivered with the Customer Experience Executive make a measurable difference to the customer experience Process guides, macros and training materials are accurate, up to date and used consistently by the whole team Key Responsibilities Team Leadership & Performance (50%) Take responsibility for the team’s KPIs, monitoring performance daily, holding regular 1:1s to review individual performance and set clear goals, and acting quickly where targets are at risk Coach and develop advisors through regular 1:1s, call and ticket reviews and side-by-side support Carry out regular quality checks across emails, calls and chats, giving clear and constructive feedback Support the Customer Service Manager with resource planning.

Create weekly planners and allocate workload based on resource availability, and approve holiday requests. Lead onboarding and systems training for new starters, act as a buddy through probation and deliver refresher training to the existing team Deputise for the Customer Service Manager when needed and help build a positive, high-performing team culture, including team events and recognition Customer Service & Escalations (50%) Stay hands-on by handling customer emails, calls and chats, keeping first-hand insight into the customer experience Act as the escalation point for the team, managing complaints and complex customer service cases through to resolution Support the team with initial complaint responses to reduce the volume of cases needing escalation Achieve individual KPIs and retention targets, role modelling the standard expected of the team Manage discount code set-up and expiry Work collaboratively with the Customer Experience Executive to keep process guides, macros and training documentation accurate, consistent and in line with best practice Continuous Improvement & Automation Work closely with the Customer Experience Executive to identify and deliver improvements to the customer journey Support automation and AI initiatives within Customer Service, including reviewing AI-handled tickets and suggesting improvements Analyse customer feedback, complaints, reviews and contact trends to spot recurring issues and opportunities Share clear, actionable insights with the Customer Service Manager and the wider business, including Operations and Product Champion knowledge sharing and best practice across the Customer Service team Role model AC’s values of Authenticity, Collaboration, Responsibility and Entrepreneurial Experience & Capability Demonstrable experience in a team leader or supervisory role within a customer service environment Demonstrable experience in a customer-focused role A track record of managing team KPIs and improving performance Experience coaching and developing others, including giving constructive feedback Experience quality checking customer interactions and turning findings into action Excellent complaint handling skills, with the confidence to manage escalations and complex cases Clear, confident written and verbal communication, including a confident telephone manner Strong organisational and time management skills, with the ability to prioritise in a fast-paced environment Confident using Microsoft Office and/or Google Workspace, and comfortable picking up new systems Desirable Retention experience, ideally within a subscription business Experience with customer service help desk or ticketing platforms Involvement in automation, AI or self-service initiatives within customer service Experience using data and customer feedback to drive process improvements Experience in an e-commerce, beauty, wellness or consumer brand Ways of Working & Location Expectations This role is based at our Telford site, working closely alongside our Operations team, where orders are picked, packed and sent out.

You will be on site 2–3 days per week, with the rest of the week working from home. Working hours are typically Monday to Friday, 8:00am to 5:00pm. Flexibility may occasionally be required during periods of increased demand such as, product launches or business-critical activity. Selection Process Stage 1 – Screening Call with HR (Virtual, 30–45 mins) Led by: HR A conversation exploring your experience and motivation for joining a fast-growing consumer brand.

Stage 2 – Final Interview (In-person preferred) Led by: Kate, Customer Service Manager A more detailed discussion exploring your leadership and customer service experience. Scenario-based questions will be used to understand how you coach and lead a team, manage escalations and complex customer cases, and drive continuous improvement in a fast-paced environment.