Customer Service Team Leader
Hybrid · Manchester, England, United Kingdom
Job Summary
Lead and manage a customer service team of agents delivering escalated inquiries across products and services. Drive performance against KPIs, monitor queue levels, coordinate with WFM/planning, coach staff, and provide actionable performance updates. Collaborate with the current account product team to ensure customer feedback informs product decisions and improvements. Role requires rotating shifts (8:00am–8:00pm, Monday–Friday) with three days in the Manchester office and one weekend per month from home, plus occasional bank holidays. Emphasizes building a positive team culture, consistency in service standards, proactive risk awareness, and continuous improvement through data-driven insights. Candidates should have experience leading a team in a customer-focused operational environment, strong people-management and coaching skills, comfort with data analysis, clear communication, and the ability to manage priorities in a fast-paced setting. Bonus points for fintech/banking experience, familiarity with Salesforce or dashboards, and experience collaborating with outsourced partners or cross-site teams.
Required Qualifications
- Experience leading a team in a customer focused operational environment
- Ability to manage performance and coach team members
- Analytical mindset with data-driven decision making
- Strong communication and stakeholder management
- Comfort with shift patterns including weekends and flexible hours
- Experience with CRM tools (e.g., Salesforce) or dashboards is a plus
- Experience in fintech, digital banking, or financial services contact centres is a bonus
- Knowledge of FCA guidance or working in a regulated environment is advantageous
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