Customer Service Lead

Join the UK’s fastest growing digital bank and help shape the future of customer service. As a Customer Services Team Manager, you’ll empower your team to deliver award-winning experiences that customers genuinely love. We invest in our people, value your leadership, and offer a culture where great service and great careers grow together. If you’re passionate about people and customer experience, this is your opportunity to make a real impact.

Be part of a team that’s redefining banking for the better.

As a Customer Services Team Manager in our Customer Service team, you lead, coach, and inspire a group of Customer Service Specialists across a range of banking products. You help us build a high-performing, engaged, and customer‑centric team in a fast‑paced, multi‑channel environment. Together, we deliver brilliant service, support change, and drive continuous improvement. This role gives you the chance to develop people, shape customer experiences, and grow your leadership career.

• Lead and motivate a team of Customer Service Specialists to deliver outstanding customer experiences
• Coach individuals to improve capability, confidence, and performance
• Conduct quality checks and provide clear, constructive feedback
• Invest in ongoing team development through regular 1:1s and coaching sessions
• Build an engaged, inclusive, and customer‑centric team culture
• Manage performance using data, insight, and behavioural observations
• Support and communicate change positively within your team
• Collaborate with fellow Team Managers to share best practice
• Drive continuous improvement across customer service operations
• Ensure compliance with regulatory and risk expectations
• Champion wellbeing and development planning for your team

• Proven leadership experience in a customer service or contact centre environment
• Demonstrable experience managing performance, quality, and customer outcomes
• Strong background in coaching and developing individuals
• Confident communicator with the ability to deliver change empathetically
• Comfortable operating in a fast‑paced, multi‑channel environment
• Passionate about investing in people and building strong teams
• Data aware, able to turn insight into meaningful action
• Collaborative team player
• Resilient, adaptable, and positive in the face of change
• Customer‑focused mindset
• Experience conducting quality checks and providing feedback

• Experience with in financial services or a regulated environment
• Experience leading teams through periods of growth or transformation
• Advanced coaching or mentoring certification
• Strong analytical and process improvement skills
• Experience supporting wellbeing and development planning
• Knowledge of regulatory and compliance requirements
• Track record of driving continuous improvement

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