Team Leader – Customer Care (Evenings) - Part Time - Fully Remote

October 30, 2025

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Description
Reporting to the Head of Customer Care, we are looking for Customer Care Team Leader who will operate the Evening shift.
Part Time: This is a part time role, between 25 - 30 hours per week.
Hours: Your shifts will start between 5pm - 6pm, and always finish at 11pm.
Days: This is Monday to Friday opportunity. Rarely, you might be expected to work across a weekend in peak times.
Remote: This is a remote role which means you will work from home. You will be required to attend Customer Care team leadership meetings on site, in-person in Avonmouth approximately twice per quarter.
Team: You will support approximately 7 team members who work on the evening shift. You will cross-over with your counterpart who is a Day Time Team Leader at the start of every shift to ensure continuity.

You will oversee the day-to-day leadership of a high-performing customer care team, championing service quality, operational efficiency, and team motivation. This role is instrumental in delivering a seamless and positive customer journey across all support channels. Through effective coaching, resource planning, and performance management, you will help position the Customer Care team as a centre of excellence for both consumer and trade interactions. You will also work closely with the Head of Customer Care to challenge existing processes, champion operational efficiency, and elevate customer satisfaction beyond industry standards.
What Will You Do?
Leadership & Operational Management

Manage the daily operations of the Customer Care team, ensuring high-quality responses and timely interactions across all service channels (phone, live chat, social media, email).
Collaborate with the Head of Customer Care on all administrative, team, and people-related responsibilities.
Act as the first escalation point for customer complaints, providing guidance and solutions to maintain service excellence.
Ensure smooth shift handovers and consistent service coverage across all operational hours.

Performance Management & KPIs

Establish, monitor, and report on team and individual KPIs to ensure transparency and accountability across productivity, service quality, and customer satisfaction.
Continually assess and improve internal processes to drive efficiency and service improvements.
Escalate potential risks to performance, customer satisfaction, or product integrity to The Head of Customer Care in a timely manner.

Customer Experience & Sales Enablement

Develop strategies to support customer engagement, repeat business, and revenue growth through excellent service delivery.
Ensure full compliance with all system access protocols and internal processes.

Team Development & Collaboration

Support the onboarding and integration of new hires, ensuring consistent training and process understanding.
Act as a liaison with internal departments and external suppliers to resolve issues effectively and enhance cross-functional collaboration.

Compliance & Standards

Maintain up-to-date internal process documentation and ensure alignment with regulatory, data protection, and brand standards.

What we are looking for:

Demonstrable experience in customer service, including team leadership in a contact centre or multi-channel support environment.
Strong understanding of performance metrics and customer service KPIs.
Excellent communication, coaching, and conflict resolution skills.
Proven ability to manage service delivery across extended operational hours and rotating shifts.
Experience in resource and shift planning, especially during peak seasonal periods.
Proficiency in using CRM platforms and service management tools (e.g., Zendesk, Salesforce, Spreadsheets etc).

What We Offer You!*

Generous Staff Discount on all your favourite ELEMIS products and spa treatments, as well as discounts on L'OCCITANE Group products (including L'Occitane, Erborian and more)
Excellent well-being policies including enhanced Maternity & Paternity policies, Income Protection, Life Assurance and more
Generous Holiday Allowance, increasing with length of service
Company Pension Scheme
Healthcare Cash Plan (with Dental)
Employee Assistance Programme for all Associates and their families
Cycle to Work Scheme, Season Ticket Loan, Length of Service Awards
Much, much more!
Some benefit eligibility is based on length of service or contract type

About ELEMIS ELEMIS is the most exciting and innovative British brand in the spa and skincare industry. Rapidly expanding globally, the brand is available in over 45 countries and is continually introducing new and revolutionary products to the market.

A brand with true integrity, passion and commitment, ELEMIS is award-winning, results-driven and visionary – just like our people.

Sustainability is at the heart of ELEMIS' responsibilities. As a brand and as people, we ensure all duties and actions contribute to the short and long-term sustainability goals set-forth by the ELEMIS - Climate, Biodiversity & People Pillars.
We are committed to Elemis’ sustainability pledge when ordering testers and professional grade products and when planning and executing promotional activities, reducing waste wherever possible.

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