Customer Service Team Leader
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Customer Service Team Leader (Fintech): Leading a team of customer service agents to deliver exceptional support and business outcomes with an accent on team development, coaching, and performance management. Focus on managing dynamic out-of-hours shifts, driving process improvements, and fostering a supportive team culture.
Location: Cardiff, United Kingdom, hybrid work with 3 days in office and 2 days remote
Company
provides an all-in-one business credit card and spend management platform serving over 200,000 businesses worldwide, aiming to help 1 million small businesses by 2030.
What you will do
- Lead a team of around 10 agents to deliver exceptional customer and business outcomes.
- Develop team capability through 1:1s, coaching, huddles, and team meetings.
- Support the Customer Service Manager in delivering positive departmental improvements.
- Build strong relationships with internal stakeholders.
- Act as an escalation point for team support, especially during out-of-hours shifts.
- Remove barriers preventing agents from delivering excellent service.
Requirements
- Location: Cardiff, United Kingdom with hybrid work (3 days onsite, 2 days remote)
- Natural leadership ability with resilience to manage a dynamic out-of-hours team.
- Contact centre experience; financial services experience is a bonus.
- Passion for coaching and developing others with proven coaching success.
- Strong attention to detail and ability to identify process improvements.
- Comfortable analysing and using basic data to support decisions.
Culture & Benefits
- Private healthcare including dental and opticians services.
- Worldwide travel insurance.
- 28 days holiday plus bank holidays and enhanced parental leave.
- Annual learning and wellbeing budget.
- Dog friendly offices with recreational amenities.
- Salary sacrifice pension and EV schemes.
Hiring process
- 30-minute video interview with Talent Partner.
- 60-minute CV overview and competency-based interview (in-person or video call).
- 60-minute leadership and cultural fit interview with Head of Customer Service and Lead People Partner (in-person).
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