Customer Service Team Leader

TL;DR

Customer Service Team Leader (Fintech): Managing and coordinating the daily operations of a customer service team to deliver high-quality support with an accent on performance monitoring, coaching, and continuous improvement. Focus on driving team KPIs, managing operational risks, and collaborating with product teams to enhance the customer experience in a fast-paced digital banking environment.

Location: Must be based in or able to commute to Manchester. Role requires 3 days per week in the office, with one weekend per month worked from home.

Company

hirify.global is a customer-focused digital bank dedicated to providing innovative financial products and exceptional service.

What you will do

• Manage daily team operations to ensure compliance and quality KPIs are met.
• Monitor queue levels and report operational risks to senior management.
• Drive individual and team performance through 1:1s, coaching, and actionable feedback.
• Collaborate with WFM and planning teams to maximize service availability.
• Act as a voice for customers and the team to the product department.
• Utilize data to identify trends and drive continuous improvement initiatives.

Requirements

• Proven experience leading a team in a customer-focused operational environment.
• Strong analytical skills with the ability to use data for decision-making.
• Ability to manage performance and conduct difficult conversations in a fair, constructive manner.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and awareness of risk, controls, and escalation procedures.
• Must be able to work a rotating shift pattern (8:00am–8:00pm, Mon–Fri) and one weekend per month.

Nice to have

• Experience in a fintech, digital bank, or regulated financial services contact center.
• Knowledge of FCA guidance and working in a regulated environment.
• Proficiency with Salesforce reporting and dashboards.
• Experience working with outsourced partners or cross-site teams.
• Experience supporting team growth and development.

Culture & Benefits

• Supportive environment focused on high performance and company values.
• Strong track record of internal career progression and professional development.
• Flexible working arrangements including hybrid office attendance and remote weekend shifts.
• Time off in lieu provided for weekend and bank holiday work.