CUSTOMER RELATIONS LEADER
Full-time, 40 hours a week + a comprehensive benefits package | London office, 5 days a week | Starting as soon as possible
Hello. We’re Teya.
Teya was founded on a simple belief: local businesses deserve better.
They are the cafés, restaurants, salons, shops and entrepreneurs that bring character to our high streets, create jobs and keep communities moving. Yet for too long, financial services have made life harder for them, with clunky tools, poor support and complexity that gets in the way of running a business.
Teya exists to change that. We’re building a financial platform for local businesses across Europe, bringing together payments, business accounts and other business tools with simple technology and real human support. From card payments and business accounts to financing solutions, we help our Members spend less time worrying about their finances and more time doing what they love.
We move fast. We care about quality. We stay close to the detail. And we believe great performance and genuine hospitality should go hand in hand.
If you’re a natural leader who cares about people and wants to make a genuine difference for local businesses, we’d love to hear from you.
Your Mission
Every Member who reaches us is a small business owner trying to keep their doors open. We treat every interaction like welcoming a guest, not processing a ticket. We call it heartwarming hospitality.
As a Customer Relations Leader, you set the tone for what that looks like day to day. You’ll lead a pod of up to 10 Customer Relations Agents within our wider Customer Relations team, reporting to the Head of Customer Management. You’re the first line of support for your team, and you’re accountable for the quality, consistency and warmth of the service they deliver. You’ll coach your team to bring genuine care into every call, email and chat, while holding the bar on getting the actual problem solved.
This is a role for someone who models heartwarming hospitality themselves and builds a team that does the same, consistently and under pressure.
Your responsibilities will include:
- Lead your pod: Coach and develop a team of up to 10 Customer Relations Agents through regular 1-1s, call and chat listening, and real-time feedback.
- Set the standard: Model heartwarming hospitality and hold your agents accountable to it in every interaction.
- Own performance: Manage day-to-day performance against quality, productivity and Member satisfaction targets.
- Handle escalations: Be the escalation point for complex or sensitive Member cases your team can’t resolve alone.
- Develop your team: Run onboarding, training and ongoing skill development, including for agents who are new to the industry.
- Keep things running: Manage scheduling, attendance and workload across your pod, so coverage stays consistent.
- Spot the patterns: Identify recurring themes and friction points, and feed them back to the Head of Customer Relations and the wider business.
- Fix root causes: Work with Product, Supply Chain, Customer Due Diligence and Sales to tackle the issues behind avoidable Member contact.
- Report and plan: Report on your team’s KPIs and contribute to wider Customer Relations planning.
Your Story
We believe great leaders come from all kinds of backgrounds.
You might be leading a team in a contact centre today. Or you might have led a team in hospitality, where making every guest feel welcome is simply part of the job.
What matters most to us is how you lead people, the standards you hold and how you bring out the best in your team.
We’re looking for people who bring:
- Proven leadership: Clear ownership of a team’s performance and quality, and evidence of how you’ve improved both.
- A coaching track record: You’ve helped people improve their numbers and how they show up for customers.
- Warmth and empathy: You’re a naturally warm leader who models the standard you expect from your team.
- Composure under pressure: You stay calm and…