Team Leader Our Client? Our client works with some of the most respected names in the global aesthetics and wellness industry. This role puts you at the front line of a premium, high-touch brand - serving clients who have high expectations and appreciate every detail of their experience. This isn't your average customer service position. You'll be representing a brand built on science, results, and a genuine commitment to client care. The bar is high, and that's exactly what makes it worthwhile. If you're someone who takes real pride in how you show up for people, and you're looking for a role where your emotional intelligence and professionalism are actually valued - this one's for you. What are we looking for? Are you ready to take your leadership skills to the next level? We’re on the hunt for talented Team Leaders to join our UK Aesthetic Wellness campaign and help us push the boundaries. If you’re a natural problem-solver with a passion for leadership, we want to hear from you. What to expect? Be the voice for our customers who can contact us through a variety of ways including voice and digital. Flexible, reactive and proactive; the Customer Service Advisor is required to adapt to the changing needs of our customers and tailor the approach and outcomes based on each interaction. We understand the changing world around us and have a strong ethic of self-development to stay ahead of the game. ● The typical shift pattern involves: 40 hours within the week, shifts covering Monday to Friday 08:00am to 17:00pm rotational basis (UK time) ● Location: Cape Town, Claremont ● Position: Full-Time, Permanent Your role can include but is not limited to: · Providing exceptional customer experiences by fully engaging with each customer you interact with and creating personalised solutions to resolve issues whether that be directly or by educating on product portfolio. · Establishing meaningful relationships and networks across your teammates and the wider team that support a tailored resolution for the customer and for future customers · Creating opportunities to make things better and simpler for our customers, our people and our brand and act on them · Taking ownership for resolving customer issues and working collaboratively across the team to get the right resolution for each customer · Using your skills and knowledge to deliver great outcomes for customers no matter how complex or sensitive the issue. · Maximising opportunities to promote our products & services and add value for the customer · Using straightforward, empathetic and personalised language with each customer to ensure full resolution and prevent avoidable repeat customer contacts · Being a brand advocate; exciting, engaging and inspiring your customers to love the brand and our products and services · Acting as an example to colleagues by living the brand values and behaviours at all times · Delivering a balanced contribution to a minimum expected standard Our ideal candidate? · Minimum of 18 months Customer Service contact centre environment (preferable UK/US contact centre) · Proven Leadership of a Customer Service team · Drive relevant KPI’s · Strong focus on driving excellent customer experience and performance · Strong knowledge of HR/IR processes · Excellent communicator · Previous experience of providing the effective planning, organisation and development of a team · Experience of delivering individual/group coaching to improve professionalism and overall metrics · Motivate, develop, coach, train, induct employees to set performance standards, recognise achievement and deal with performance issues · Act as a mentor and coach the team · Technical skills to navigate through a digital work environment · Passionate about putting the customer at the heart of everything you do, doing the right thing for the customer, taking responsibility for driving first time resolution, taking guidance when needed, and taking pride in delivering a world class customer experience · The ability to absorb and interpret a lot of information accurately, using all available tools and accessing the right systems and processes quickly · As the voice of our customers, you will be a brand advocate who can speak enthusiastically, confidently and authentically about all our products and services. · Experience of delivering excellent service when in a customer facing role and a passion for making things better and simpler for our customers. · Ability to commun