Customer Service Team Leader; Financial Services

Position: CUSTOMER SERVICE TEAM LEADER (FINANCIAL SERVICES)
CUSTOMER SERVICE

TEAM LEADER (FINANCIAL SERVICES)

BRISTOL

£38-44K

Our client is looking to recruit a Customer Service Team Leader with significant experience in 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

As a Customer Service Team Leader, you will:

* 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 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 Vulnerable Customer Specialist position, please send us your up to date CV today