Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Managing a team of customer service agents to resolve complex escalated inquiries with an accent on team performance and continuous improvement. Focus on resource management, KPI monitoring, and collaborating with product teams to enhance the customer experience.

Location: Hybrid (Manchester). Must work from the Manchester office three days per week.

Company

hirify.global is a digital bank providing a range of financial products and services with a strong focus on customer experience.

What you will do

• Manage day-to-day operations of a team of agents to ensure high service standards and resolution of complex queries.
• Monitor queue levels and real-time resources to meet internal compliance and quality KPIs.
• Conduct 1:1s, feedback cycles, and coaching to drive individual and team performance.
• Collaborate with WFM and planning teams to match staffing levels with demand.
• Partner with the current account product team to act as the voice of the customer.
• Identify and report operational risks to the Head of Department in a timely fashion.

Requirements

• Experience leading a team in a customer-focused operational environment.
• Ability to manage performance through difficult conversations and constructive feedback.
• Analytical mindset with confidence in using data to drive decisions and identify issues.
• Strong organizational skills and ability to prioritize in a fast-paced environment.
• Excellent communication skills for interacting with peers 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.
• Proficiency with Salesforce reports and dashboards.
• Knowledge of FCA guidance and experience in regulated environments.

Culture & Benefits

• Flexible ways of working.
• Rotating shift pattern (8:00 am to 8:00 pm, Monday to Friday).
• One weekend per month working from home with time off in lieu.
• Bank holiday working with time off in lieu.
• Strong track record of internal career progression across various functions.