Customer Service Team Leader (Fintech)

Location: Manchester, United Kingdom; hybrid work with three days per week in the Manchester office

Company

hirify.global is a digital bank providing financial products and services, including current accounts.

What you will do

• Lead and coordinate the day-to-day work of customer service agents handling escalated and complex enquiries.
• Manage department resources, queue levels, service availability, quality standards, and internal compliance KPIs.
• Work with workforce management and planning teams to match staffing levels to customer demand.
• Coach employees through structured one-to-ones, feedback cycles, performance goals, and training.
• Use operational data to identify risks, improve performance, and support continuous improvement initiatives.
• Partner with the current account product team to represent customer and frontline team needs and support product-led initiatives.

Requirements

• Experience leading a team in a customer-focused operational environment.
• Ability to balance employee support, care, accountability, and constructive performance management.
• Analytical approach with confidence using data to identify issues and make decisions.
• Strong organisation, prioritisation, communication, attention to detail, and risk awareness.
• Comfort working at pace with ambiguity, operational change, and multiple priorities.
• Availability for a Monday-to-Friday rotating 7.5-hour shift pattern between 8:00am and 6:00pm, with some bank holiday work.

Nice to have

• Experience in fintech, digital banking, scale-ups, banking, or financial services contact centres.
• Experience with current account products or Salesforce reports and dashboards.
• Experience working with outsourced partners, cross-site teams, or regulated environments.
• Knowledge of FCA guidance and experience helping teams grow in capability or size.

Culture & Benefits

• Flexible hybrid working with regular office collaboration.
• Supportive, high-performance team environment focused on common goals.
• Career progression opportunities across operations and other business functions.
• Time off in lieu for bank holiday work.