Description review
Customer Service Team Leader
Hozah · Remote - East Croydon, London · back to the listing
HR standards
72/100
solid
Title ↔ description
92/100
strong
Reads as
Customer Support
94% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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- Analista de Customer Service, Delivery Station Customer Support Amazon.com
- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 23 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
About Us
Hozah is a tech-led, award-winning company driving change in the parking industry and reimagining urban mobility. Our mission is simple but powerful: to transform parking into a seamless, automated experience, paving the way for smarter, more sustainable cities.
We run camera-based parking for landowners and operators, from hotels and colleges to shopping centres, across England, Scotland and Wales. With recent recognition as PayTech Company of the Year, a place among Deloitte’s Top 50 Fastest Growing Tech Companies in the UK, and significant VC/PE investment, we’re one of the fastest scaling companies in the country.
Role Overview
We’re looking for a Customer Service Team Leader to lead our support team: six people across two desks, handling around 1,500 tickets a week. One desk helps the landowners and asset managers we work with; the other helps the drivers who park at their sites. Many tickets mean investigating across our systems, escalating to TechOps and following up until the problem is fixed.
This is a people-leadership role first. You’ll set the standard, coach the team to hit it, and use the numbers to see what’s working and what isn’t. You’ll have the freedom to bring your own ideas, the backing of our COO, and Client Success, TechOps and Product teams to work with on them. And you’ll lead from the front, getting stuck into tickets with the team when it’s busy.
Key Responsibilities
• Lead, coach and develop a team of six, with regular one-to-ones and clear standards for quality and output.
• Set targets for the team, hold people accountable to them, and help everyone get there.
• Keep response times, resolution and the backlog on track across both desks.
• Get stuck in on tickets when the queue is busy, and handle the trickier escalations yourself.
• Use the team’s numbers to spot what drivers and clients keep contacting us about, and work with other teams to fix the cause.
• Plan the rota, including Saturday cover, around leave and busy periods.
Who we’re looking for
You’ll need:
• Experience leading a customer service or support team (phone, email, chat or ticket-based) against KPIs.
• A track record of improving how a team performs.
• Experience setting clear targets, holding people to them and coaching them to get there.
• Comfort with numbers: reading a report or dashboard, asking the right questions of it, and turning the answers into improvements.
• Happy getting into the detail of a problem, across systems and teams, to find out what actually went wrong.
• Curiosity about how tools, automation and AI could make the team’s work easier.
• Clear, calm writing, even when a customer isn’t, and confidence on the phone with an unhappy client.
Nice to have:
• Experience with Zendesk or a similar helpdesk tool.
• Experience in parking, mobility, utilities or another high-volume consumer service.
• Experience setting up weekend cover.
Don’t be put off if you haven’t built helpdesk reports yourself. What matters is that you’ve set targets, held a team to them, and used the numbers to make things better. We’ll help you with the tools.
What We Offer
• Hybrid working: 3 days in the office, 2 days from home.
• Room to grow with the business, with training and development support.
• 20 days’ annual leave plus bank holidays.
• Company pension scheme.
• A fully refurbished, modern office right next to East Croydon Station, with a fully stocked kitchen offering free breakfast, lunch and drinks (and two office dogs!).
• Laptop and tech provided.
• Employee Assistance Programme, BrightHR Exchange discounts and regular company events.
The details
Location: Croydon, next to East Croydon Station. Hybrid: 3 days in the office, 2 from home.
Reports to: Daivik Patel, Chief Operating Officer.
Team: 6 support agents across two desks (Client Service and Driver Support).
Hozah is a tech-led, award-winning company driving change in the parking industry and reimagining urban mobility. Our mission is simple but powerful: to transform parking into a seamless, automated experience, paving the way for smarter, more sustainable cities.
We run camera-based parking for landowners and operators, from hotels and colleges to shopping centres, across England, Scotland and Wales. With recent recognition as PayTech Company of the Year, a place among Deloitte’s Top 50 Fastest Growing Tech Companies in the UK, and significant VC/PE investment, we’re one of the fastest scaling companies in the country.
Role Overview
We’re looking for a Customer Service Team Leader to lead our support team: six people across two desks, handling around 1,500 tickets a week. One desk helps the landowners and asset managers we work with; the other helps the drivers who park at their sites. Many tickets mean investigating across our systems, escalating to TechOps and following up until the problem is fixed.
This is a people-leadership role first. You’ll set the standard, coach the team to hit it, and use the numbers to see what’s working and what isn’t. You’ll have the freedom to bring your own ideas, the backing of our COO, and Client Success, TechOps and Product teams to work with on them. And you’ll lead from the front, getting stuck into tickets with the team when it’s busy.
Key Responsibilities
• Lead, coach and develop a team of six, with regular one-to-ones and clear standards for quality and output.
• Set targets for the team, hold people accountable to them, and help everyone get there.
• Keep response times, resolution and the backlog on track across both desks.
• Get stuck in on tickets when the queue is busy, and handle the trickier escalations yourself.
• Use the team’s numbers to spot what drivers and clients keep contacting us about, and work with other teams to fix the cause.
• Plan the rota, including Saturday cover, around leave and busy periods.
Who we’re looking for
You’ll need:
• Experience leading a customer service or support team (phone, email, chat or ticket-based) against KPIs.
• A track record of improving how a team performs.
• Experience setting clear targets, holding people to them and coaching them to get there.
• Comfort with numbers: reading a report or dashboard, asking the right questions of it, and turning the answers into improvements.
• Happy getting into the detail of a problem, across systems and teams, to find out what actually went wrong.
• Curiosity about how tools, automation and AI could make the team’s work easier.
• Clear, calm writing, even when a customer isn’t, and confidence on the phone with an unhappy client.
Nice to have:
• Experience with Zendesk or a similar helpdesk tool.
• Experience in parking, mobility, utilities or another high-volume consumer service.
• Experience setting up weekend cover.
Don’t be put off if you haven’t built helpdesk reports yourself. What matters is that you’ve set targets, held a team to them, and used the numbers to make things better. We’ll help you with the tools.
What We Offer
• Hybrid working: 3 days in the office, 2 days from home.
• Room to grow with the business, with training and development support.
• 20 days’ annual leave plus bank holidays.
• Company pension scheme.
• A fully refurbished, modern office right next to East Croydon Station, with a fully stocked kitchen offering free breakfast, lunch and drinks (and two office dogs!).
• Laptop and tech provided.
• Employee Assistance Programme, BrightHR Exchange discounts and regular company events.
The details
Location: Croydon, next to East Croydon Station. Hybrid: 3 days in the office, 2 from home.
Reports to: Daivik Patel, Chief Operating Officer.
Team: 6 support agents across two desks (Client Service and Driver Support).