Customer Service Team Leader

Customer Service Team Leader

Location: Chester
Salary: 35,000 - 40,000 per annum
Contract: Temporary (5-6 months) with potential for permanent opportunities
Hours: Monday to Friday, 9:00am - 5:30pm
Start Date: Immediate start available

About the Role

Are you an experienced customer service leader looking for your next challenge within financial services?

We are recruiting for a Customer Service Team Leader to join a fast-paced and customer-focused financial services organisation on an initial 5-6 month temporary contract. This is an excellent opportunity for a motivated leader who thrives on developing people, driving operational excellence, and delivering outstanding customer experiences.

Leading a team of Customer Engagement Officers, you will be responsible for ensuring exceptional customer service across multiple channels, including inbound calls, outbound calls, and webchat. You'll provide day-to-day leadership, coaching, and support while maintaining high standards of performance, quality, compliance, and customer satisfaction.

There is potential for longer-term or permanent opportunities for the right candidate.

Key Responsibilities

Team Leadership & People Management

• Lead, motivate, and develop a team of Customer Engagement Officers to consistently deliver high service standards.
• Set clear objectives and manage team performance through regular coaching, one-to-one meetings, and feedback sessions.
• Support recruitment activities, onboarding processes, and ongoing colleague development.
• Foster a positive, inclusive, and high-performing team culture.
• Act as the first point of escalation for complex customer issues and colleague queries.
• Promote strong communication and collaboration across internal departments.

Customer Experience & Operational Delivery

• Oversee customer interactions across a range of financial products, including Savings, Lending, Revolving Credit, and Asset Finance.
• Support the resolution of complex, sensitive, and complaint-related cases.
• Ensure customer enquiries and complaints are managed effectively through to resolution.
• Maintain a customer-first approach while achieving operational objectives.

Compliance, Risk & Quality

• Oversee regulatory processes, including complaint handling, account amendments, withdrawals, and user management.
• Identify, assess, and escalate risks, vulnerabilities, and process weaknesses.
• Ensure high standards of documentation, accuracy, and audit readiness.
• Support compliance with FCA regulations and internal governance requirements.

Continuous Improvement & Change

• Identify opportunities to improve customer journeys, webchat experiences, and operational efficiency.
• Review SLA breaches, investigate root causes, and implement corrective actions.
• Support process improvements, automation initiatives, and operational change projects.
• Contribute to the ongoing development of customer service best practice.

About You

To be successful in this role, you'll have:

• Proven experience within Financial Services customer operations, ideally within a contact centre environment.
• Previous experience as a Team Leader, Supervisor, Acting Team Leader, or in a mentoring capacity.
• Strong leadership, coaching, and people management skills.
• Excellent communication and stakeholder management abilities.
• A good understanding of FCA regulations and financial services compliance frameworks.
• Strong attention to detail and a proactive approach to risk management.
• The ability to thrive in a fast-paced, target-driven environment.
• Experience supporting operational improvements and change initiatives.

What's on Offer?

• Competitive salary of 35,000 - 40,000 per annum.
• Monday to Friday working pattern.
• Immediate start available.
• Opportunity to gain experience within a leading financial services environment.
• Potential for permanent career opportunities.

If you are a passionate people leader with a track record of driving customer service excellence and developing high-performing teams, we would love to hear from you.

Apply today for an immediate start.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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