Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Managing a team of agents solving escalated and complex customer inquiries with an accent on performance management and continuous improvement. Focus on optimizing resource allocation, driving team KPIs, and collaborating with product teams to enhance the current account offering.

Location: Hybrid; Must be based in the UK and work from the London office 2 days per week

Company

A digital bank redefining finance by putting people front and center and providing a customer-focused banking experience.

What you will do

• Manage day-to-day operations of a customer service team to ensure the highest standards of service.
• Perform real-time management of department resources to meet internal compliance and quality KPIs.
• Drive individual and team performance through structured 1:1s, feedback cycles, and coaching.
• Collaborate with WFM and planning teams to match staffing levels with customer demand.
• Partner with the current account product team to act as the voice of the customer and team.
• Identify operational risks and implement improvements through official change forums.

Requirements

• Experience leading a team in a customer-focused operational environment.
• Ability to manage performance through clear, fair, and constructive conversations.
• Strong analytical skills and confidence using data to drive decisions.
• High level of organization with the ability to prioritize in a fast-paced environment.
• Excellent communication skills for interacting with team members and senior stakeholders.

Nice to have

• Experience in fintech, digital banking, or a scale-up environment.
• Background in a banking or financial services contact center.
• Knowledge of current account products.
• Proficiency with Salesforce reports and dashboards.
• Experience working in a regulated environment with knowledge of FCA guidance.

Culture & Benefits

• Hybrid working model with 2 days a week in the London office.
• Option to work from abroad for up to 120 days per year.
• Inclusive culture with a diverse workforce of nearly 50 nationalities.
• Opportunity to work from a brand-new headquarters in Canary Wharf.
• Focus on people development and career progression within the organization.