Instapro Group (MyBuilder.com) is seeking a dynamic Customer Service Team Lead to manage our dedicated Customer Service Representatives.

It is our goal that as many jobs as possible are carried out professionally. Whether it concerns a renovation, a maintenance job or a repair. We do this by connecting homeowners and tradespeople in a simple way. The Customer Service team plays a crucial role in this; our mission-driven team is committed to empowering homeowners and tradespeople, ensuring they make the most of our platform. Join us in making a real difference and pioneering new ways to enhance our services.

As a Customer Service Team Lead, you'll be the driving force behind your team's success while being part of an international organisation working alongside departments.

Your role includes the following:

• Monitor the performance of your team and every individual and ensure that processes and policies are applied as per standards. Your responsibility is to build and lead a high-performing team that is highly qualified in both inbound and outbound call activities, chat and email communication
• Communicate direction and goals. Ensure that a high level of knowledge about the product and other key information are continuously shared with the team
• Provide coaching and regular performance feedback to your team. You create action plans at both individual and team level, to set a best-in-class organization
• Lead quality assurance programme by creating a culture of consistent feedback and learning
• Support the deployment of new campaigns and processes, in collaboration with the European support team
• Work closely with the European support team to optimise continuously ongoing operations campaigns, processes and policies
• Promote and create adoption of company core values and policies

• At least 5 years of business experience

• At least 3 years of experience in managing a Customer Service team

• Experience managing teams up to 10 team members

• Strong logical and analytical problem-solving skills

• Previous experience working with tools such as Salesforce, Looker, Google Suite and Slack is desirable

• Flexibility and adaptability are traits you highly associate with. Working in a continuously evolving environment motivates you.

• Able to travel at least twice a year to our other European office and once per month to our office in Gateshead

Why you’ll enjoy working at the Instapro Group

You can make an Impact. Joining Instapro Group is an opportunity to help crack the code in one of the last big industries to become digital-first. We’re leaders in our markets, yet small enough for everyone to make a real difference.

We care. We don’t believe in one size fits all. Whether it’s flexibility in your working hours, your location, or opportunities to advance and grow, you’ll find a supportive and open culture designed to help our team members thrive.

These are the benefits you'll enjoy:

• Highly competitive salary package

• Hybrid work environment (twice per week onsite, three times per week remote)

• Hybrid allowance/benefit

• Eligibility to receive an equity award

• Temporary work from abroad policy

• Mental health support

• Regular team and social events

• Further benefits depending on location

These are the values that guide everything we do:

• We put integrity first. We are authentic, transparent and respectful.
• We are all stewards. We are stewards of the company on behalf of all stakeholders.
• We follow the evidence. We are objective, evidence-based and pragmatic in our decision-making.
• We never stop learning. We are open-minded and curious.
• We win together. We collaborate and earn trust with our colleagues.
• We are inclusive. We are committed to building a diverse and inclusive company.

Read our values in full here

If you're passionate about leading a team, driving improvements, and working in a dynamic, international environment, apply now to join Instapro as a Customer Service Team Lead!