Customer Care Team Leader (Mat Cover)

Reporting into the Customer Services Manager, the Customer Services Team Leader will be responsible for leading the Iglu CC Team and dealing with all aspects of team’s management for a 12month period
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Role Purpose

Reporting into the Customer Services Manager, the Customer Services Team Leader will be responsible for leading the Iglu CC Team and dealing with all aspects of team’s management. The role will involve the day to day running of the team, supervising team’s performance, guiding and motivating the team to ensure high levels of Customer Service are upheld.

Key Responsibilities: 

  • Responsible for delegating and assigning work to the team
  • Responsible for delegating tasks to seniors and making sure they are accomplishing their tasks
  • Working closely with other team leaders reporting into the manager
  • Monitoring of team workflow emails
  • Monitoring of phone queues and admin/break time
  • Handling of escalated complaints
  • Supporting the team with any problems they may face
  • Assisting and supporting the team in the office with any enquiries
  • Assisting the manager with development, further training and monitoring standards
  • Assisting with recruitment 
  • Organising rota to ensure cover
  • Approving holiday requests
  • Coordinating training of new staff
  • Handling of calls and emails as required
  • Financial responsibilities in relation to bookings
  • Working closely with other departments to ensure the smooth running of Customer Services
  • Summarising current workload and creating and applying new methods
  • Reporting on telephone calls/emails/admin time and ensuring we have minimal call loss and a quick response
  • Motivating team to perform to their absolute best
  • To have a vision for the team and drive them towards it
  • Any other duties as and when required by the manager

Skills and Experience: 

  • Strong verbal and written communication skills
  • Ability to communicate effectively both internally and externally at all levels
  • Strong understanding of our products 
  • PC literate – knowledge of Word and Excel
  • Basic knowledge of ABTA/ATOL regulations
  • Professionalism
  • Excellent time management skills
  • Ability to work under pressure
  • Ability to think outside of box, own initiative and ability to manage team independently
  • Ability to motivate and empower the team to get the best out of each member
  • Excellent organisational skills and ability to multi-task

Behavioral Role Fit:  

  • Enthusiastic, dynamic and positive
  • Supportive
  • Approachable, with ability to resolve issues within the team
  • Excellent people management skills


Or, know someone who would be a perfect fit? Let them know!

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Why join

We might be online, but we're real people who want to make a real impact and work together to create the best experiences for our customers. We've grown a lot and have now created a diverse, flexible, rewarding environment that strives to let everyone be the best version of themselves. 

Our social calendar and regular educational trips mean that it is not all hard work. The social committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at



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