Customer Service Team Leader

TL;DR

Customer Service Team Leader (Fintech): Leading a high-performing team in a contact center environment to deliver strong customer outcomes with an accent on people development, performance management, and operational excellence. Focus on driving continuous improvement, resolving complex service issues, and maintaining high engagement within a fast-paced financial services setting.

Location: Must be based in or able to work from Bath or Stirling, UK

Company

A long-standing savings and investment firm with over 175 years of history, combining asset management and insurance expertise to provide balanced financial solutions.

What you will do

• Lead, develop, and performance manage a customer services team to meet high service standards.
• Act as a key member of the operational leadership team to drive collective outcomes.
• Provide credible leadership using deep platform knowledge to support decision-making.
• Coach team members to build capability, performance, and knowledge depth.
• Maintain high levels of engagement and motivation during periods of change.
• Manage complex people issues effectively and confidently.

Requirements

• Proven people leadership experience with a track record of strong performance outcomes.
• Deep and broad platform knowledge with the ability to apply expertise across varied scenarios.
• Experience operating in fast-paced, complex environments.
• Strong ownership and accountability for team performance.
• Excellent communication, coaching, and stakeholder engagement skills.
• Confident decision-making ability to drive continuous improvement.

Culture & Benefits

• Valuable pension scheme of 18% (13% employer contribution).
• 38 days annual leave including bank holidays, with flexible purchase options.
• Market-leading Inspiring Families policy with comprehensive paid parental leave.
• Private healthcare, critical illness cover, and life assurance.
• Inclusive culture with active employee-led networks and support for diverse communities.