Customer Support Team Leader

We are seeking a dynamic and experienced Customer Service Team Leader to join a growing company in the financial services sector. The ideal candidate will have a strong background in team leadership and customer service, with the ability to ensure excellent service standards and regulatory compliance.

Key Responsibilities:

• Team Leadership: Lead, mentor, and manage a team of customer service representatives, providing guidance and support to help them meet and exceed performance targets.
• Customer Engagement: Oversee customer interactions, ensuring that service delivery is timely, professional, and aligned with company policies and customer expectations.
• Process Improvement: Analyse service trends and patterns, offering feedback and suggestions for enhancing processes to improve customer satisfaction and operational efficiency.
• Performance Management: Regularly monitor team performance, conduct reviews, and implement development plans to drive continuous improvement and skill development.
• Compliance and Reporting: Ensure all customer interactions are handled in strict accordance with financial regulations and company policies. Maintain accurate records and produce reports on service performance and trends.
• Stakeholder Engagement: Work closely with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration across teams.
• Training and Development: Organise and deliver training sessions to ensure team members are well-equipped with the skills and knowledge necessary to provide exceptional customer service.

Qualifications and Experience:

• Proven experience in a leadership role within a financial services business, specifically focused on customer service.
• A thorough understanding of financial services regulations and customer service best practices.
• Excellent communication and interpersonal skills, with the ability to motivate and manage a team effectively.
• Strong problem-solving skills and the ability to think critically under pressure.
• Willingness to work on a rotational shift basis, including evenings and weekends.
• A customer-focused mindset with a dedication to delivering high-quality service.

Preferred Qualifications:

• Previous experience in a customer service role within the financial services sector.
• Proven track record in enhancing customer satisfaction and team performance.

Benefits:

• 33 days holiday (25 days annual leave + 8 public holidays)
• Birthday day off
• Discretionary bonus
• 15% pension contributions
• Eyecare and Private Medical Insurance benefits