Customer Service Team Lead (Fintech)

Location: Hybrid; Manchester office three days per week. Monday to Friday, 7.5-hour rotating shifts scheduled between 8:00am and 6:00pm; occasional bank holiday working with time off in lieu.

Company

hirify.global is a digital bank and fintech company providing financial products and services.

What you will do

• Manage, organise, and coordinate the day-to-day work of customer service agents handling escalated and complex customer enquiries.
• Manage department resources in real time, monitor queue levels, and ensure internal compliance, quality, and service KPIs are met.
• Work with workforce management and planning teams to respond to service-level variations and align staffing with demand.
• Drive individual and team performance through 1:1s, feedback, coaching, performance goals, and clear action plans.
• Use operational data to identify risks, issues, and continuous improvement opportunities, escalating relevant matters to senior management and the Head of Department.
• Maintain department knowledge, support escalations, deliver training and onboarding, and partner with the current account product team on customer-focused initiatives.

Requirements

• Experience leading a team in a customer-focused operational environment.
• Ability to balance support, care, and accountability while developing people.
• Ability to handle difficult conversations and manage performance clearly, fairly, and constructively.
• Analytical approach and confidence using data to understand performance, identify issues, and make decisions.
• Strong organisation, structure, prioritisation, and ability to manage multiple priorities in a fast-changing environment.
• Clear communication with team members, peers, and senior stakeholders.
• Strong attention to detail, personal responsibility, and awareness of risk, controls, and escalation.
• Comfort working with pace, ambiguity, and change.

Nice to have

• Experience in fintech, digital banking, or a scale-up environment.
• Experience in a banking or financial services contact centre.
• Experience working with a current account product.
• Experience using Salesforce, including reports or dashboards.
• Experience working with outsourced partners or cross-site teams.
• Experience helping teams grow in ability or size.
• Experience in a regulated environment with knowledge of FCA guidance.

Culture & Benefits

• Flexible ways of working within a hybrid arrangement.
• Focus on customer experience, supportive team culture, common goals, and high performance.
• Career progression opportunities into operations paths or other functions.
• Time off in lieu for bank holiday working.
• AI is used as part of everyday work; interview-stage AI expectations depend on the assessment.

Hiring process

• Behavioural and competency-based interviews must be completed without AI assistance.
• AI use in technical interviews depends on the role and will be communicated by the Talent Partner.