Customer Service Team Lead Nights

Location: Newcastle upon Tyne, United Kingdom

Company

hirify.global provides cloud-based technology solutions that help small and medium-sized businesses manage and grow their operations.

What you will do

• Lead, supervise, and coach a regional team of Contact Support Advisors.
• Act as an escalation point for concerns raised by Advisors and consumers.
• Set goals, oversee performance management, and report on team KPIs.
• Conduct call quality reviews and provide feedback to improve consumer service.
• Coordinate internal communications and ensure company standards and policies are followed.
• Support robust team onboarding and offboarding processes and deliver the voice of the consumer.

Requirements

• Experience in call centre operations and consumer services or credit control.
• Demonstrable people management experience and a track record of developing others.
• Ability to prioritise and manage workloads against deadlines and performance metrics.
• Strong relationship-building, problem-solving, leadership, and team motivation skills.
• Proactive, self-motivated, collaborative approach and willingness to support beyond standard responsibilities.
• Legal authorisation to work in the United Kingdom is required; visa sponsorship is not available.

Culture & Benefits

• Values include finding better ways, doing the right thing, direct communication, teamwork, and ownership.
• Paid parental leave benefit programs.
• Three additional paid days to volunteer and support the local community.
• Diversity and inclusion initiatives, including a global mentorship program.
• Free mental health support and flexible working arrangements.

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.