Management, organisation, and co-ordination of the day-to-day work of a team of agents
Delivering the highest standards of service to customers
Supporting the team to deliver results against key business objectives
Ensuring adequate oversight of team performance and acting on insights for improvement
Collaborating closely with product teams to ensure customer voice is represented
Rotating shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday
Working from the Manchester office three days per week unless scheduled on a late shift
One weekend per month from home (9:00am–5:30pm), with time off in lieu provided during the week

Experience leading a team in a customer focused operational environment
Comfortable managing performance in a clear, fair and constructive way
Analytical and confident using data to understand performance, identify issues and make decisions
Strong attention to detail, personal responsibility and awareness of risk, controls and escalation
Experience working in a fintech, digital bank or scale up environment (bonus)
Experience in a banking or financial services contact centre (bonus)

Customer Service Team Leader

Key skills