Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Leading the Contributions team to manage client services, including payment processing and allowance administration with an accent on regulatory compliance and team development. Focus on driving operational efficiency, mentoring staff, and ensuring high-quality service delivery within a fast-paced investment platform environment.

Location: Hybrid role based in Manchester, requiring a minimum of 60% of working time per month in the office.

Salary: £30,900

Company

hirify.global is one of the UK’s fastest-growing investment platform businesses, providing award-winning solutions for professional financial advisers and individual investors.

What you will do

• Manage and distribute team workloads to meet SLAs and performance goals.
• Lead team meetings, 1:1s, and performance reviews to foster growth.
• Coach and develop team members to deliver outstanding customer service.
• Ensure full compliance with FCA regulations and CASS rules.
• Monitor and escalate system or process issues to improve customer experience.
• Assist the Contributions Manager with operational tasks and audit support.

Requirements

• Must be based in or able to commute to Manchester for hybrid office attendance.
• Proven experience in financial administration, specifically with SIPPs, ISAs, and GIAs.
• Previous experience in a leadership or team-leading role.
• Strong proficiency in Microsoft Office, particularly Word and Excel.
• Excellent planning, organization, and time management skills.
• Ability to motivate teams and provide constructive feedback.

Culture & Benefits

• 26 days holiday plus buy/sell scheme.
• 7% pension contribution with company matching.
• Discretionary bonus scheme and share schemes.
• Health Cash Plan and discounted private healthcare.
• Free onsite gym and travel/bike loan schemes.
• Supportive, collaborative culture with regular social events.