Customer Implementation Team Leader (Fintech)

Location: Norwich, Norfolk, United Kingdom

Company

hirify.global is a fintech business providing cloud-based software that helps small businesses grow and operate more effectively.

What you will do

• Lead, motivate, coach, and develop the Customer Implementation Team.
• Improve team performance, customer satisfaction, and service delivery by analysing data.
• Set daily expectations, coordinate workloads, and manage team and individual revenue targets.
• Recruit and onboard new team members while maintaining effective management cover.
• Monitor calls, coach consultants, and manage satisfaction through customer and back-office surveys.
• Ensure accurate CRM data processing and escalate hardware, software, and technical issues using data to assess their scale.

Requirements

• Strong organisation, teamwork, and customer service development skills.
• Ability to lead and motivate a customer service or implementation team.
• Experience coaching consultants and monitoring customer interactions.
• Ability to manage performance, revenue targets, customer satisfaction, and operational risk.
• Ability to use CRM data to process cases and support issue escalation.

Culture & Benefits

• Personalised progression plans and opportunities to increase basic salary through revenue and customer satisfaction performance.
• Uncapped commission through an inbound sales approach.
• 20 days of annual leave plus bank holidays.
• Employee Assistance Programme with retail, restaurant, travel, accommodation, mental health, legal, financial, and e-learning support.
• Private dental and health scheme, company bonus scheme, equity scheme after one year, pension, and company events.

Hiring process

• Short screening call with RecruitmentJunky.
• Interview with the hiring manager for successful candidates.