Customer Service Team Leader
Customer Service Team Leader
- Pay Rate: £17.95 - £20.51 per hour
- Location: Chester
- Contract: Temporary (5-6 months) with potential for permanent opportunities
- Hours: Monday to Friday, 9:00am - 5:30pm
- Start Date: Immediate start available
About the Role
Are you an experienced customer service leader looking for your next challenge within financial services?
We are recruiting for a Customer Service Team Leader to join a fast-paced and customer-focused financial services organisation on an initial 5-6 month temporary contract. This is an excellent opportunity for a motivated leader who thrives on developing people, driving operational excellence, and delivering outstanding customer experiences.
Leading a team of Customer Engagement Officers, you will be responsible for ensuring exceptional customer service across multiple channels, including inbound calls, outbound calls, and webchat. You'll provide day-to-day leadership, coaching, and support while maintaining high standards of performance, quality, compliance, and customer satisfaction.
There is potential for longer-term or permanent opportunities for the right candidate.
Key Responsibilities
Team Leadership & People Management
- Lead, motivate, and develop a team of Customer Engagement Officers to consistently deliver high service standards.
- Set clear objectives and manage team performance through regular coaching, one-to-one meetings, and feedback sessions.
- Support recruitment activities, onboarding processes, and ongoing colleague development.
- Foster a positive, inclusive, and high-performing team culture.
- Act as the first point of escalation for complex customer issues and colleague queries.
- Promote strong communication and collaboration across internal departments.
Customer Experience & Operational Delivery
- Oversee customer interactions across a range of financial products, including Savings, Lending, Revolving Credit, and Asset Finance.
- Support the resolution of complex, sensitive, and complaint-related cases.
- Ensure customer enquiries and complaints are managed effectively through to resolution.
- Maintain a customer-first approach while achieving operational objectives.
Compliance, Risk & Quality
- Oversee regulatory processes, including complaint handling, account amendments, withdrawals, and user management.
- Identify, assess, and escalate risks, vulnerabilities, and process weaknesses.
- Ensure high standards of documentation, accuracy, and audit readiness.
- Support compliance with FCA regulations and internal governance requirements.
Continuous Improvement & Change
- Identify opportunities to improve customer journeys, webchat experiences, and operational efficiency.
- Review SLA breaches, investigate root causes, and implement corrective actions.
- Support process improvements, automation initiatives, and operational change projects.
- Contribute to the ongoing development of customer service best practice.
About You
To be successful in this role, you'll have
- Proven experience within Financial Services customer operations, ideally within a contact centre environment.
- Previous experience as a Team Leader, Supervisor, Acting Team Leader, or in a mentoring capacity.
- Strong leadership, coaching, and people management skills.
- Excellent communication and stakeholder management abilities.
- A good understanding of FCA regulations and financial services compliance frameworks.
- Strong attention to detail and a proactive approach to risk management.
- The ability to thrive in a fast-paced, target-driven environment.
- Experience supporting operational improvements and change initiatives.
What's on Offer?
- Monday to Friday working pattern.
- Immediate start available.
- Opportunity to gain experience within a leading financial services environment.
- Potential for permanent career opportunities.
If you are a passionate people leader with a track record of driving customer service excellence and developing high-performing teams, we would love to hear from you.
Apply today for an immediate start.
