Customer Service Team Lead

We have an exciting new 5-month FTC opportunity for a Team Leader within our Customer Engagement Team, this role is to cover an internal secondment.

The Customer Engagement Team Leader is responsible for leading, coaching, and developing a high performing Customer Engagement team, ensuring exceptional customer experiences across all channels including inbound calls, outbound calls, and webchat.

You will set clear expectations, monitor performance, manage day-to-day operations, and provide hands on support with complex customer interactions, acting as a role model for customer first behaviours, regulatory compliance, and operational excellence.

Operating in a fast paced and evolving environment, you will lead the team through change, embed new processes, and drive continuous improvement while maintaining strong governance, risk management, and quality standards.

• Lead, motivate, and support a team of Customer Engagement Officers to deliver consistently high service standards.
• Set clear goals, manage performance, and conduct regular coaching, 1‑to‑1s, and feedback sessions.
• Support recruitment, onboarding, and ongoing development of team members in line with training frameworks and milestones.
• Foster a positive, inclusive, and performance driven team culture.
• Act as the first point of escalation for complex customer issues and colleague queries.
• Escalate issues appropriately and ensure clear communication with relevant teams.
• Oversee customer interactions across Savings, Lending, Revolving Credit, and Asset Finance products.
• Provide hands on support for complex, sensitive, or complaint related cases, ensuring fair and timely outcomes.
• Ensure ownership of customer queries and complaints through to resolution.
• Monitor service levels, quality standards, and productivity, taking proactive action where improvements are needed.
• Support business objectives by improving enquiry conversion, retention, and customer confidence.
• Develop/Manage/Maintain and deliver a structured cross skill training programme to ensure all team members become competent in the full range of tasks within the team’s remit.

• Ensure the team adheres to all regulatory requirements (FCA principles, data protection, KYC, AML).
• Review and oversee regulatory tasks including complaint handling, account amendments, withdrawals, and user management.
• Identify and elevate risks, customer vulnerabilities, or process weaknesses in line with governance frameworks.
• Manage Team-Level controls.
  
  Manage team breaches/events seen ensuring root cause is identified and actions in place to address.
• Maintain high standards of accuracy, documentation, and audit readiness.
• Workflow, MI & Reporting Support - Ensure your team’s work is processed through systems correctly and support the creation of MI by providing accurate inputs.
• Identify opportunities to improve customer journeys, webchat experiences, and operational efficiency.
• Review team SLA breaches, gather root cause detail from agents, and submit findings to the Manager/Consumer Duty Lead. Look for ways to improve the process and/or controls associated.
• Support the implementation of new processes, automation, and change initiatives.
  
  Support your Manager with maintaining accuracy of task lists for your team, ensuring SLAs and timings are documented, understood and followed.
• Use data, insight, and team feedback to drive performance enhancements.
• Support your Manager with upkeep of monthly records of team FTE movements, ensuring accuracy of changes passed to your Manager.
• Act as a key liaison between the team and wider Operations and stakeholder groups.

• Proven experience in Financial Services customer operations,…