Freelance Customer Care Team Leader

Freelance Customer Care Team Leader

Christopher Ward

Remote | UK based | £15.50 per hour

A hands-on freelance leadership opportunity supporting Customer Care Advisors, coordinating day-to-day service delivery and helping every customer receive a prompt, knowledgeable and distinctly Christopher Ward experience.

About the Opportunity

Christopher Ward is looking for an experienced freelance Customer Care Team Leader to provide additional leadership and customer support as our business continues to grow. You will work alongside the Customer Care team, taking ownership of service delivery during agreed assignments while remaining close to customers and handling enquiries directly when needed.

This is a flexible, self-employed freelance engagement for someone who can lead confidently in a remote environment and provide availability around other commitments or clients. Freelancers may accept or decline assignments according to their availability and our customer-support requirements. There are no guaranteed minimum hours and no obligation on either party to offer or accept a minimum amount of work.

We anticipate opportunities typically averaging 1-3 shifts per week, although this may vary according to customer demand and freelancer availability. Regular availability for weekends and Bank Holidays is essential.

Services

Freelancers engaged by Christopher Ward may provide the following services:

• Shift leadership: Coordinate the day-to-day activity of Customer Care Advisors during agreed assignments, helping the team remain focused, informed and responsive.
• Workload and service levels: Monitor incoming phone and email demand, support effective allocation of customer contacts and take timely action to maintain agreed response and resolution standards.
• Coaching and support: Provide practical guidance, feedback and on-the-job support to advisors, sharing knowledge and reinforcing consistent ways of working.
• Escalation handling: Act as a first point of support for complex or sensitive customer matters, making sound real-time decisions and involving the Customer Care Manager when appropriate.
• Quality and customer experience: Help maintain high standards across customer interactions, identify opportunities for improvement and support advisors in delivering a positive, brand-appropriate experience.
• Customer communication: Provide prompt, courteous and professional support across phone and email, stepping into the advisor workflow whenever required.
• Product expertise: Build strong knowledge of Christopher Ward timepieces and services so that both customers and advisors receive accurate, informed and tailored guidance.
• Zendesk and CRM performance: Promote clear, accurate records, effective case ownership and appropriate follow-up, using CRM and Zendesk information to help manage performance and workload.
• Team communication: Share priorities, operational updates and customer insight clearly, supporting effective handovers and consistent service across shifts.
• Continuous improvement: Capture recurring customer themes, process issues and team feedback, escalating useful insights to support service and product improvement.

Experience and Skills

We are looking for freelancers who can demonstrate:

• Previous experience leading, supervising or coaching a customer service or customer support team.
• At least two years' experience in a customer-facing service or support environment.
• The confidence to coordinate workloads, set clear priorities and make sound operational decisions during a shift.
• Strong coaching skills and the ability to give clear, constructive feedback.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, with the judgement to resolve complex enquiries and escalations appropriately.
• Experience using CRM systems and Microsoft Office. Familiarity with Zendesk, including queues, tickets and reporting, would be advantageous.
• The ability to remain calm, organised and visible in a fast-paced remote customer environment.
• Excellent attention to detail and a strong commitment to service quality.
• Experience within the watch or luxury jewellery industry would be advantageous, but is not essential.

Availability

This is a flexible freelance engagement. Due to the nature of our Customer Care operation, freelancers must be able to provide regular availability across weekends and Bank Holidays.

Customer Care coverage opportunities are available between 10:00am and 12:00am midnight, including weekends and Bank Holidays.

Freelancers will provide their availability within these coverage periods, with assignments offered according to both business requirements and freelancer availability. We anticipate approximately 1-3 shifts per week, although this may vary. There are no guaranteed minimum hours and no obligation on Christopher Ward to offer a minimum amount of work.

Freelancers remain free to provide services to other clients and businesses alongside their engagement with Christopher Ward.

Location

This opportunity is remote and freelancers must be permanently based in the UK.

Occasional attendance at Christopher Ward's Maidenhead HQ may be required for initial training, product familiarisation or other activities necessary to provide the services.

Technology Requirements

As this is a remote freelance engagement, freelancers will need access to their own:

• Laptop capable of running the systems required to provide the service
• Headset
• Reliable internet connection

Access to Christopher Ward's required customer-service systems will be provided where necessary.

Rate

£15.50 per hour

Freelancers will invoice Christopher Ward for services provided and will be responsible for their own tax and National Insurance obligations.

Engagement

This opportunity is offered on a self-employed freelance basis. It does not guarantee a minimum amount of work. Freelancers provide their availability, and assignments are offered according to customer demand and business requirements. Freelancers remain responsible for their own tax and National Insurance and are free to provide services to other clients alongside their engagement with Christopher Ward.