Customer Service Team Leader (Fintech)

TL;DR

Customer Service Team Leader (Fintech): Leading the Contributions team to manage Direct Debits, payments, and ISA/LISA allowances with an accent on operational efficiency and regulatory compliance. Focus on coaching team members, managing SLAs, and ensuring strict adherence to FCA and CASS rules.

Location: Hybrid, minimum 60% of working time per month spent in the Manchester office

Salary: Starting from £30,900 (depending on experience)

Company

One of the UK's fastest-growing investment platform businesses, trusted by over 762,000 customers to manage more than £121.5 billion of assets.

What you will do

• Lead and motivate the Contributions team to meet SLAs and organizational goals.
• Manage and distribute workloads while delivering daily and monthly performance MI.
• Coach and develop team members through regular 1:1s, performance reviews, and mentoring.
• Ensure full compliance with FCA regulations and support CASS audits.
• Collaborate with internal teams to optimize processes and improve the customer experience.
• Oversee the processing of Direct Debits, cheque payments, and ISA/LISA allowance corrections.

Requirements

• Financial administration experience, specifically with SIPPs, ISAs, and GIAs.
• Proven experience in leading a team, whether in a permanent or ad-hoc capacity.
• Excellent customer service skills and a positive, "can-do" attitude.
• Proficiency with Microsoft Office, particularly Word and Excel.
• Strong planning, organization, and time management skills.

Culture & Benefits

• Hybrid working model with a supportive and collaborative team environment.
• 26 days holiday, increasing with service, plus a buy/sell scheme.
• 7% pension with matched contributions and a discretionary bonus scheme.
• Health Cash Plan and discounted private healthcare.
• Free onsite gym and travel/bike loan schemes.
• Tailored learning and development opportunities and regular social events.