Customer Service Team Leader

Reporting to:
Customer Service Manager

Team:
Customer Service

Contract:

Permanent

Location:

Telford (hybrid, 2–3 days per week on site)

Category:
Beauty, wellness and nutrition

Salary Banding: £28,000 - £31,000

Absolute Collagen is the UK's best-selling liquid collagen supplement and a fast-growing wellness brand operating at the intersection of beauty, health and nutrition.

Founded in 2017 by Maxine and Darcy Laceby, the business has built a highly engaged community of over 60,000 subscribers within a subscription-first, multichannel model. The brand is built around its core platform, Age Powerfully, celebrating confidence and vitality at every stage of life.

Backed by private equity investor Livingbridge and certified B Corp since 2023, the business is at an important inflection point. Growth is accelerating, our customer base is expanding, and our Customer Service team is evolving to match, with a sharper focus on quality, insight and smarter ways of working that keep our Absolute rs at the heart of everything we do.

This role exists to give our Customer Service team strong, hands‑on leadership day to day, making sure every customer receives a consistently brilliant experience. Based in Telford alongside our Operations team, the Team Leader sets the standard, coaches the team to meet it, and takes ownership of the cases that matter most to our customers.

As a Customer Service Team Leader, your time will be split equally: 50% leading the team and 50% working directly with customers. On the leadership side, you will be responsible for the team’s performance, such as reviewing KPIs and quality checking customer interactions, then holding regular 1:1 conversations and coaching advisors. On the customer side, you will manage escalations and our most complex customer service cases, keeping you close to what our customers are really experiencing.

Customer retention runs through both: you’ll have a direct impact on keeping our subscribers loyal, through your own conversations and by coaching the team to hit their retention targets. You will also work closely with our Customer Experience Executive to create better customer service, deliver automation initiatives and drive continuous improvement across the team.

This role is great for someone who is a natural, hands‑on leader: someone who loves helping people be their best, stays calm and fair with a challenging customer, genuinely cares about keeping customers for the long term, and is always looking for a better way of doing things.

• Customer experiences that go beyond fixing the problem and genuinely wow and delight, from someone who truly cares about getting the best outcome for every customer
• Consistently high-quality customer service across emails, calls and chats
• A direct impact on customer retention, both through your own conversations and by coaching the team to keep more of our subscribers loyal to Absolute Collagen
• A motivated, well‑coached team that meets its KPIs and retention targets
• Faster, fairer resolution of escalated and complex customer cases
• Fewer repeat contacts and manual tasks through automation and better processes
• Customer insight that helps the wider business improve our products and service

• Team KPIs (such as response times, quality scores, customer satisfaction and retention) are consistently met or exceeded
• Regular coaching and quality checks are embedded, with clear feedback and visible improvement in individual performance
• Escalations are resolved promptly and to a high standard, with root causes identified and fed back to the team
• Improvement and automation initiatives delivered with the Customer Experience Executive…