Customer Services Team Leader (UK Market) - Pinelands, Cape Town – Market Related Salary

SUMMARY:
Are you a natural leader with a passion for exceptional customer care and extensive experience living and working in the UK?

POSITION INFO:

Customer Services Team Leader (UK Market) - Pinelands, Cape Town – Market Related Salary

Industry: Renewable Energy & E-Commerce

About the Role

Are you a natural leader with a passion for exceptional customer care and extensive experience living and working in the UK?

We are recruiting for a growing, dynamic team based in Pinelands, Cape Town, servicing a well-established UK-based e-commerce brand. As the Customer Services Team Leader, you will play a hands-on role in delivering top-tier service to a mature UK clientele, while guiding, mentoring, and supporting a small team of Customer Service Advisors.

This is a hybrid leadership and operational role in an agile, "all-hands-on-deck" environment where every team member contributes to driving brand loyalty and sales growth through excellence.

Key Responsibilities

• Direct Customer Support: Handle customer inquiries via telephone and email regarding deliveries, returns, and online orders.
• Escalation Management: Act as the main point of contact for complex or difficult customer queries escalated by the advisory team.
• Team Guidance & Mentorship: Partner with the Operations Manager to train, develop, and coach a team of 3 advisors on handling complex issues.
• System Operations: Multi-task seamlessly across three concurrent internal software systems.
• Sales Growth: Foster customer trust and satisfaction to drive retention and support overall business growth.
• Team Collaboration: Maintain a flexible, hands-on approach to assist with various office functions as needed in a tight-knit team setting.

Candidate Requirements (Non-Negotiable)

To succeed in this role and seamlessly connect with our target demographic, you must meet the following criteria:

• UK Experience: Must have physically lived and worked in the UK for a significant period (remote experience with UK clients alone will not qualify).
• Accent & Communication: Must possess a native or authentic British accent with exceptional verbal and written English communication skills.
• Customer Service Background: Proven track record in a customer-facing role.
• Leadership Potential: Prior experience managing, leading, or mentoring others (in any sector or environment) is highly advantageous.
• Technical Agility: Comfortable navigating multiple computer systems simultaneously.
• Adaptability: A proactive, "can-do" attitude suited for a small, fast-paced team environment.

What’s on Offer

• A competitive salary package.
• A supportive, close-knit team culture in a convenient Pinelands location.
• The opportunity to shape and develop a growing team.

How to Apply:

If you meet all the above non-negotiable criteria (including physical UK work experience and a British accent), please submit your updated CV detailing your UK employment history.