Our client is looking to recruit a Customer Service Team Leader with significant experience in utilities, financial services or banking environments. It’s a full-time, permanent position with hybrid working offered. We’re looking for a strong leader with excellent communication skills and a focus on continuous improvement.
ABOUT THE ROLE
Lead a team of Customer Service Advisors, responsible for regular 121s, performance reviews, feedback, coaching etc.
Act as the first point of escalation for complex or sensitive customer cases, providing expert guidance, resolution, and assurance.
Monitor performance against team KPIs for service levels, first contact resolution, complaint prevention, and QA.
Supports with customer contact volume during busy periods to meet service commitments.
Deliver structured coaching and case reviews focused on quality and compliance.
Promote continuous improvement and innovation.
REQUIRED SKILLS & EXPERIENCE
Strong experience leading or managing a customer contact team within a Utilities/ Financial Services/ Banking environment.
A thorough understanding of FCA regulatory frameworks.
Proven ability to handle escalations, complaints and high-profile cases.
Excellent communication, coaching, and stakeholder management skills.
Ability to interpret data and translate insight into practical improvement actions.
Proven experience improving overall team performance against SLAs/KPIs.
A professional approach with the ability to inspire a team and promote a positive culture.
NEXT STEPS
If you’re interested in applying for the Customer Service Team Leader position, please send us your up to date CV today!
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