Team Lead - Digital and Web Chat

Job Purpose

Lead an international digital customer-service team across web chat, email and other approved messaging channels to deliver consistent customer experience, quality, productivity, compliance and service-level outcomes. The role is accountable for daily operations, people performance, coaching, concurrent-chat control, complex escalation support, customer retention, accurate resolution of billing and account queries, risk management and continuous improvement. The Team Lead serves as the first level of operational leadership for associates and coordinates with support functions and stakeholders to maintain stable digital delivery.

Job Requirements*

• 3-6 years of international digital, web chat or email customer-service experience, including at least 3 years in a team-lead, acting-team-lead or people-supervisory role.

• Demonstrated experience managing customer-service associates in a target-driven web chat, email or digital messaging environment.

• Excellent written English with strong grammar, spelling, punctuation, clarity, empathy, personalisation and tone adaptation.

• Experience handling complex queries, difficult written conversations, complaints, retention cases, billing explanations and sensitive customer situations through digital channels.

• Working knowledge of digital operational metrics such as service level, first response time, response time, handling time, concurrency, quality, customer satisfaction, first-contact resolution, adherence, backlog, shrinkage and schedule compliance.

• Experience in performance management, one-to-one coaching, written-quality feedback, development planning, recognition and corrective-action follow-up.

• Ability to interpret operational data, identify root causes, prioritise risks and convert findings into practical actions.

• Working knowledge of CRM, web chat and email platforms, workforce-management, quality-monitoring, knowledge-management and reporting tools.

• Understanding of customer verification, privacy, data security, mandatory disclosures, complaint handling, secure digital communication and documentation controls.

• Utilities customer-service knowledge covering electricity and gas, billing, meter reads, payments, collections, move-in/move-out, complaints, vulnerability and retention is preferred.

• Ability to work rotational shifts and provide real-time digital floor support during business-critical periods.

Key Responsibilities*

• Own daily delivery for the assigned international digital and web chat team, including start-of-shift readiness, staffing, work allocation, queue control and end-of-day review.

• Drive achievement of agreed service-level, quality, productivity, customer-experience and compliance targets through active monitoring and timely intervention.

• Conduct daily huddles to communicate priorities, performance, process updates, customer themes, risks and required actions.

• Monitor associate performance through live-chat observations, interaction revi ews, dashboards and operational reports, and provide clear, evidence-based feedback.

• Conduct structured one-to-one coaching, create improvement plans, follow up agreed actions and recognise sustained performance.

• Provide real-time support for complex digital queries, difficult written conversations, complaints, retention opportunities and complex billing explanations.

• Take ownership of critical customer escalations within defined authority, coordinate resolution and ensure accurate written communication and documentation.

• Ensure associates use approved processes, knowledge content, templates, macros and systems and maintain accurate CRM or case notes.

• Manage concurrent-chat performance, response timeliness, queue ageing, email backlog and workload distribution without compromising accuracy or customer focus.

• Ensure customer information is handled securely and prevent cross-customer data errors when associates manage multiple conversations.

• Partner with Quality, Training, Workforce Management and Operations support teams to address skill gaps, staffing risks, quality defects, backlog and service interruptions.

• Manage attendance, schedule adherence, unplanned shrinkage and leave planning in line with operational requirements and applicable policy.

• Review performance trends, repeat contacts, complaint drivers, escalation themes, transfer rates and customer feedback to identify root causes and corrective actions.

• Support new-hire transition, nesting, refresher training and continued capability development for the team.

• Maintain operational governance through action trackers, performance reviews, risk logs, audit evidence and timely stakeholder updates.

• Escalate material customer, compliance, people, system or delivery risks through the appropriate governance channel.

• Identify opportunities to improve templates, macros, knowledge content, chatbot handoffs, customer journeys and first-contact resolution.

• Promote a respectful, inclusive, customer-focused and accountable team culture.