1 день назад
Customer Service Team Leader (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Service Team Leader (Customer Operations): Managing and coordinating a customer service team handling escalated enquiries and delivering performance against service and quality KPIs with an accent on people development, resource planning, and customer-focused operations. Focus on analysing performance data, resolving operational risks, coaching agents, and delivering continuous improvement initiatives with the current account product team.
Location: Manchester, United Kingdom; hybrid work with three office days per week. The role includes rotating shifts between 8:00am and 8:00pm, Monday to Friday, one weekend per month from home, and some bank holiday work.
Company
is a digital bank with a customer-focused operations function supporting a range of financial products and services.
What you will do
- Manage and coordinate the daily work of customer service agents handling complex and escalated enquiries.
- Monitor queue levels, resources, service quality, compliance, and operational KPIs, escalating risks to senior management.
- Work with workforce management and planning teams to match staffing levels to customer demand.
- Coach employees through structured one-to-ones, feedback cycles, performance goals, and training.
- Use operational data to identify issues, improve performance, and support change initiatives.
- Partner with the current account product team to represent customer and operational needs and support successful product-led rollouts.
Requirements
- Experience leading a team in a customer-focused operational environment.
- Ability to balance employee support, care, accountability, and constructive performance management.
- Strong analytical, organisational, prioritisation, communication, and attention-to-detail skills.
- Experience managing operational risk, controls, escalations, and multiple changing priorities.
- Availability for rotating shifts, weekend home working, bank holiday work, and regular attendance at the Manchester office.
Nice to have
- Experience in fintech, digital banking, scale-ups, banking, or financial services contact centres.
- Experience with current account products or Salesforce reports and dashboards.
- Experience with outsourced partners, cross-site teams, or team growth initiatives.
- Experience in a regulated environment and knowledge of FCA guidance.
Culture & Benefits
- Flexible ways of working within a hybrid model.
- Time off in lieu for weekend and bank holiday work.
- Opportunities to progress into operations career paths or other functions.
- Supportive, high-performance team environment focused on customer experience and continuous improvement.
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