Customer Service Team Lead - Nights

Location: Newcastle upon Tyne, United Kingdom

Company

hirify.global provides cloud-based software solutions that help small and medium-sized businesses manage operations and payments.

What you will do

• Lead, support, coach, and develop a regional team of Contact Support Advisors.
• Act as an escalation point for advisor and consumer concerns.
• Manage team KPIs, performance reporting, goal setting, and performance assessments.
• Conduct call quality reviews and provide feedback to improve consumer service.
• Coordinate internal communications and ensure company standards and policies are followed.
• Oversee onboarding and offboarding processes and support the team’s employee experience.

Requirements

• Experience in call centre operations.
• Demonstrable people management experience and a record of developing others.
• Experience in consumer services or credit control.
• Ability to prioritise workloads, manage performance metrics, solve problems, and meet deadlines.
• Ability to build strong relationships with consumers, suppliers, and internal colleagues.
• Must be legally authorised to work in the United Kingdom; visa sponsorship is not available.

Culture & Benefits

• Values include finding better ways, doing the right thing, direct communication, teamwork, and ownership.
• Flexible working arrangements.
• Paid parental leave benefit programs.
• Three additional volunteer days through the company’s social impact initiative.
• Access to mental health support, diversity and inclusion initiatives, and a global mentorship program.

Hiring process

• Submit a resume through the careers portal or an external job board.
• Include the word “moonshot” at the top of the message to the Hiring Manager.