Customer Care Team Leader

Permanent, Full-time
£36,000 - £48,000 (Dependent on experience)

Location: Dual-site role based at our Head Office in Tachbrook Park, Warwick, and our Cylinder Distribution Centre in Stoney Stanton.
You will be expected to visit both sites weekly.

About the Role

We are seeking an experienced and motivated Customer Care Team Leader to manage two key teams within Calor — the Customer Care Team and the Email Management Team. In this role, you will ensure both teams deliver an exceptional customer experience by operating in line with Calor’s customer service standards, keeping our customers informed and supported throughout their interactions with us.

You will lead and develop a team of Customer Care Advisors (CCAs) who handle customer complaints across multiple contact channels — including social media, calls, live chat, email, Trustpilot, and customer surveys. You will oversee complaint investigations, recommend actions, and ensure responses meet the highest standards of service and professionalism.

In addition, you will manage a team of Customer Service Agents (CSAs) responsible for handling email traffic within the Customer Service function. This team focuses on responding promptly and effectively to customer queries, ensuring service standards and performance targets are consistently achieved.

You will analyse data from complaints and email interactions to identify trends, root causes, and opportunities for improvement. You’ll also contribute to future customer experience strategies, initiatives, and process enhancements to continually improve Calor’s service delivery.

Key Responsibilities

1. Leadership and Team Development

• Provide visible and supportive leadership, mentoring, and coaching to foster an empowered, engaged, and high-performing team.

• Conduct regular 1-2-1s, succession planning, and team meetings.

• Ensure adequate planning and resource management to maintain service excellence.

• Promote continuous improvement through training and performance development.

2. Customer Complaint and Experience Management

• Ensure complaints are handled promptly, fairly, and effectively.

• Manage escalated complaints and ensure customers are satisfied with resolutions.

• Develop and maintain a best-in-class complaints handling framework.

• Collaborate cross-functionally to ensure positive outcomes for customers.

• Conduct root cause analysis and make recommendations for process improvements.

3. Service and Performance Delivery

• Set and monitor KPIs for both Customer Care and Email Management teams.

• Analyse and report on complaint and email performance metrics.

• Ensure all service standards and delivery targets are met efficiently and cost-effectively.

4. Financial and Resource Management

• Monitor and manage team budgets and headcount in line with business objectives.

• Regularly review budget performance and highlight variances where necessary.

5. Compliance and Administration

• Maintain accurate records of all complaint activities and outcomes.

• Ensure compliance with GDPR and Calor’s internal policies.

• Coordinate documentation for audits and quality assurance reviews.

Skills & Experience

Experience

• Proven track record in customer service or contact centre management.

• Strong experience handling and resolving complex customer complaints.

• Demonstrated success in managing multifunctional teams and achieving service excellence.

• Experience collaborating with internal stakeholders to deliver effective outcomes.

• Knowledge of GDPR and data protection principles.

Skills & Knowledge

• Excellent written and verbal communication skills.

• Strong IT literacy, particularly with Microsoft Office and CRM systems (Salesforce and SAP experience desirable).

• Exceptional organisational and prioritisation skills.

• Ability to motivate and develop team members.

• Analytical mindset with experience using data to drive improvement.

• Flexible and adaptable with a collaborative approach.

What We Offer

• 25 days’ annual leave plus 8 bank holidays

• Private Medical Insurance

• Company Pension Scheme (salary sacrifice, matched up to 4.5% for first 2 years, rising to 7.5% thereafter)

• Life Assurance

• Annual Company Bonus

• Staff discounts on gas and retail shopping