THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-toconsumer. Customer Service Team Leader – THG Ingenuity At THG Ingenuity, our customers sit at the centre of everything we do.

As a Customer Service Team Leader, you play a critical role in bringing this to life every day — not just through what we deliver, but how we show up for our customers and for each other. This role is about leading with care, setting high standards, and creating an environment where exceptional customer experiences are the natural outcome of engaged, supported and accountable teams.

Role Purpose

The Customer Service Team Leader is responsible for leading, coaching and developing a team of Customer Service Advisors to deliver consistently outstanding customer experiences. You will ensure that every interaction reflects THG Ingenuity’s values, brand standards and commitment to putting the customer at the orbit of every decision, process and conversation. You will balance operational performance with genuine empathy — recognising that commercial success and customer care are not competing priorities, but inseparable.

Key Responsibilities

• Customer First Leadership
• Champion a customer-centric mindset, ensuring decisions are always made with the customer experience in mind.
• Act as a role model for caring, respectful and solutions-focused customer interactions.
• Proactively identify friction points in the customer journey and work collaboratively to improve them.

Team Leadership & Development 

•  Lead, coach and motivate a team of Customer Service Advisors, fostering a culture of trust, accountability and continuous improvement.
• Provide regular feedback, one-to-ones and performance coaching, focusing on both results and behaviours.
• Support wellbeing, engagement and inclusion, recognising the importance of people feeling valued and supported in order to deliver their best work.
• Support teams with escalated complaints to resolve and improve service.

Performance & Operational Excellence

•  Own team performance against agreed KPIs including customer satisfaction, quality, productivity and service levels.
• Ensure adherence to policies, processes and regulatory requirements while maintaining a human and flexible approach.
• Use data and insight to identify trends, manage workload and drive improvements.
• Own personal performance contributing to net output metrics to achieve SLA’s and support department profit margins.

Collaboration & Communication

• Work closely with other teams across THG Ingenuity to resolve customer issues and share insight that drives better outcomes.
• Communicate clearly and consistently, ensuring the team understands priorities, changes and expectations.
• Act as an advocate for both the customer and your team, balancing business needs with empathy and fairness.

Expectations

• Lead with care, integrity and respect — for customers, colleagues and the wider business.
• Create a safe, inclusive and high-performing environment where people are supported to succeed.
• Take ownership, act proactively and hold yourself and others accountable.
• Consistently demonstrate THG Ingenuity’s values and commitment to putting the customer at the heart of everything we do.
•  Monitor closely team performance, liaising with HR teams where necessary for policy and process support.