Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Managing and coordinating a team of customer service agents to resolve complex escalated enquiries with an accent on operational efficiency and team development. Focus on monitoring KPIs, optimizing resource allocation via WFM, and driving continuous improvement within the current account product offering.

Location: Hybrid: Must be based in Manchester (office attendance 3 days per week required)

Company

hirify.global is a customer-focused digital bank providing a range of financial products and services.

What you will do

• Manage day-to-day operations of a customer service team to ensure the highest standards of service.
• Conduct real-time resource management and coordinate with WFM to match staff to demand.
• Monitor team performance against KPIs through structured 1:1s, coaching, and feedback cycles.
• Collaborate with the product team to act as the voice of the customer and ensure initiatives land well within the team.
• Identify and report operational risks to senior management in a timely and accurate fashion.
• Use data and insights to drive continuous improvement of department processes and outcomes.

Requirements

• Experience leading teams in a customer-focused operational environment.
• Proven ability to manage performance through difficult conversations and accountability.
• Analytical mindset with confidence in using data to identify issues and make decisions.
• Strong organizational and prioritization skills in fast-paced, ambiguous environments.
• Clear communication skills for interaction with team members, peers, and senior stakeholders.
• Strong attention to detail and awareness of risk, controls, and escalation protocols.

Nice to have

• Experience in fintech, digital banking, or a scale-up environment.
• Background in financial services contact centers or current account products.
• Proficiency with Salesforce, including reports and dashboards.
• Experience working with outsourced partners or cross-site teams.
• Knowledge of FCA guidance and experience working in regulated environments.

Culture & Benefits

• Flexible ways of working with a hybrid office model.
• Strong internal track record of career progression for high-performing agents.
• Supportive environment focused on personal career aspirations and professional development.
• Time off in lieu provided for weekend and bank holiday work.