BOH Team Leader

About the role

The BOH Team Leader will head a group of Complaint Specialists, ensuring that customer issues are resolved efficiently and in line with company policies. This role combines people management, performance monitoring, and process improvement to deliver a high‑quality customer experience.

Key responsibilities

• Lead, coach, and develop a team of Complaint Specialists to achieve productivity, quality, and service targets.
• Monitor team performance using dashboards and reporting tools, providing actionable insights and interventions.
• Ensure timely and accurate resolution of customer complaints according to service level agreements.
• Conduct regular coaching sessions, performance reviews, and development planning for team members.
• Handle escalations and complex cases, applying critical thinking and sound judgment.
• Identify trends, root causes, and process gaps; recommend strategic improvements to enhance the customer experience.
• Collaborate with cross‑functional teams such as Operations, Front‑of‑House, and Customer Service to drive issue resolution.
• Maintain high standards of compliance, documentation, and data integrity.

Required profile

• Proven experience leading customer service or complaint handling teams.
• Strong analytical mindset with the ability to interpret performance data.
• Excellent communication and coaching skills.
• Ability to manage escalations and make sound decisions under pressure.
• Detail‑oriented with a focus on compliance and data quality.

Required skills

• Proficiency with performance dashboards and reporting tools.
• Familiarity with complaint management processes and service level agreements.

What we offer

• Opportunity to lead a dynamic team in a fast‑growing environment.
• Professional development and career progression pathways.