Customer Service Team Leader (Night Shift)

Job description

We are seeking a highly motivated and enthusiastic Team Leader to build and lead our new Out Of Hours Customer Service team. Oh Polly has recently formed a large US customer base which generates messages outside regular business hours.  Our customers are at the heart of everything we do, and we want to provide the best service possible, which is why we are going 24/7!   As a Team Leader you will have exceptional leadership skills with experience in delivering excellent customer service.  This is an exciting opportunity to make a real difference to the quality of care delivered to our customers, in particular our response times and service to our US customer base. 


  • You will liaise with the Day/Evening team leaders to ensure an effective shift handover. You will ensure SLAs are met, in particular a 4-hour response time, whilst working to improve/reduce.
  • You will support, mentor and develop team members. You will inspire and provide encouragement, whilst communicating team goals and identifying areas for continuous improvement through training.  
  • You will champion exceptional customer service, interacting with customers and effectively resolving customer complaints.  


We are looking for a highly motivated individual, who is bubbling with ideas as to how we can provide the best customer journey! We want a confident multi-tasker; someone who is capable of managing a team but also happy chipping in with general customer service queries. We are looking for someone who is extremely efficient and self-motivated and who thrives working under pressure, exceeding targets and deadlines. We need someone who can empathise with our customers and who will quickly and diligently deal with any queries or complaints received. You should be able to resolve issues from challenging customers in a calm and professional manner. 


  • You should have experience working in a similar environment as a Customer Service Team Leader. 
  • Knowledge of Magento or Zendesk preferred but not essential as full training will be provided.
  • You are expected to have perfect grammar and have excellent spelling and written English.
  • Computer literate and confident using social media platforms (Instagram, Facebook and Twitter)
  • Excellent communication and leadership skills. 
  • You will have excellent standards of punctuality.



What’s on Offer?


At Oh Polly, we recognise that work isn’t just that pay check at the end of the month.  We have worked hard to encourage and nurture a positive, creative and healthy working environment.  That’s why we offer:

  • 50% discount on all Oh Polly products
  • Corporate Gym Membership
  • Company Pension
  • An extra day off for your birthday!
  • Coffee machine (for all the coffee lovers) Free Fruit 
  • Company social events + occasional Pizza Fridays on the house
  • Experienced candidates can expect circa £25,000 per annum. 

The core hours are 4 shifts per week (10 hours per shift) on 3 week rolling shift pattern.


  • Weekdays 10pm-8am 
  • Weekends 9pm- 7am