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Carwow is a leading European online car marketplace that combines technology, media, and automotive expertise. The company operates one of Europe's largest car-buying, selling, and leasing platforms, processing nearly £3bn in car transactions annually. In 2024, Carwow acquired Autovia (creators of AutoExpress and Evo magazines), significantly expanding its reach to over 350 million annual web visitors and nearly 10 million YouTube subscribers.
As Customer Service Team Lead, you will manage and develop a team of Customer Service Agents while balancing hands-on operational contributions. Your role spans formal people management, team development, and individual contributor work across multiple customer touchpoints.
Key responsibilities include:
**Team Leadership & Development**
- Lead and coach Customer Service Agents with day-to-day guidance and structured feedback
- Conduct regular one-to-ones and manage people processes, supporting team development
- Hold team members accountable for performance, behavior, and operational standards
- Analyze team performance data and report on KPIs, SLAs, productivity, and quality metrics
- Identify underperformance early and create action plans
**Hands-On Problem-Solving**
- Step into agent roles when needed to handle high volumes or coverage gaps
- Communicate with customers via phone, email, live chat, and messaging
- Investigate and resolve escalated or complex problems requiring judgment beyond first-line support
- Lead operational improvement projects that streamline customer journeys
**Training & Quality**
- Build and maintain training materials, updating them as processes evolve
- Deliver training on new processes and best practices
- Monitor quality through feedback, coaching, and quality checks
**Resource & Workforce Planning**
- Support rota management, annual leave scheduling, and absence coverage
- Manage workload and volumes, prioritizing urgent requests
- Plan for peak periods and contingencies
**Cross-Functional Collaboration**
- Partner with the other Team Leader and Customer Operations Team to maintain alignment
- Act as a communication bridge between the team and management
- Share customer insights to inform product and service improvements
The role requires operating 7 days a week, 8am-8pm availability (current team hours are 9am-6pm Mon-Sat, subject to change). You'll work in a fast-paced scaleup environment where you must earn credibility quickly and adapt to evolving priorities.
**Requirements**
- Previous experience as a Team Leader or equivalent formal people-management role, ideally in contact centre or customer operations
- Demonstrated experience running one-to-ones, delivering structured feedback, and managing day-to-day people processes
- Ability to step into agent work and understand frontline challenges (not manage from distance)
- Experience in contact centre environments handling high volumes of inbound calls, emails, and chats
- Excellent spoken and written English
- Self-initiative: investigate unclear problems rather than waiting for direction
- Strong communication skills and ability to advocate for your team
- Capability to operate effectively as both manager and individual contributor
- Flexibility to work any day Mon-Sun, 8am-8pm, including public holidays
