Customer Service Team Leader

Customer Service Team Leader

Pay Rate: £17.95 - £20.51 per hour

Location: Chester

Contract: Temporary (5-6 months) with potential for permanent opportunities

Hours: Monday to Friday, 9:00am - 5:30pm

Start Date: Immediate start available

About the Role

Are you an experienced customer service leader looking for your next challenge within financial services?

We are recruiting for a Customer Service Team Leader to join a fast-paced and customer-focused financial services organisation on an initial 5-6 month temporary contract. This is an excellent opportunity for a motivated leader who thrives on developing people, driving operational excellence, and delivering outstanding customer experiences.

Leading a team of Customer Engagement Officers, you will be responsible for ensuring exceptional customer service across multiple channels, including inbound calls, outbound calls, and webchat. You'll provide day-to-day leadership, coaching, and support while maintaining high standards of performance, quality, compliance, and customer satisfaction.

There is potential for longer-term or permanent opportunities for the right candidate.

Key Responsibilities

Team Leadership & People Management

• Lead, motivate, and develop a team of Customer Engagement Officers to consistently deliver high service standards.
• Set clear objectives and manage team performance through regular coaching, one-to-one meetings, and feedback sessions.
• Support recruitment activities, onboarding processes, and ongoing colleague development.
• Foster a positive, inclusive, and high-performing team culture.
• Act as the first point of escalation for complex customer issues and colleague queries.
• Promote strong communication and collaboration across internal departments.

Customer Experience & Operational Delivery

• Oversee customer interactions across a range of financial products, including Savings, Lending, Revolving Credit, and Asset Finance.
• Support the resolution of complex, sensitive, and complaint-related cases.
• Ensure customer enquiries and complaints are managed effectively through to resolution.
• Maintain a customer-first approach while achieving operational objectives.

Compliance, Risk & Quality

• Oversee regulatory processes, including complaint handling, account amendments, withdrawals, and user management.
• Identify, assess, and escalate risks, vulnerabilities, and process weaknesses.
• Ensure high standards of documentation, accuracy, and audit readiness.
• Support compliance with FCA regulations and internal governance requirements.

Continuous Improvement & Change

• Identify opportunities to improve customer journeys, webchat experiences, and operational efficiency.
• Review SLA breaches, investigate root causes, and implement corrective actions.
• Support process improvements, automation initiatives, and operational change projects.
• Contribute to the ongoing development of customer service best practice.

About You

To be successful in this role, you'll have:

• Proven experience within Financial Services customer operations, ideally within a contact centre environment.
• Previous experience as a Team Leader, Supervisor, Acting Team Leader, or in a mentoring capacity.
• Strong leadership, coaching, and people management skills.
• Excellent communication and stakeholder management abilities.
• A good understanding of FCA regulations and financial services compliance frameworks.
• Strong attention to detail and a proactive approach to risk management.
• The ability to thrive in a fast-paced, target-driven environment.
• Experience supporting operational improvements and change initiatives.

What's on Offer?

• Monday to Friday working pattern.
• Immediate start available.
• Opportunity to gain experience within a leading financial services environment.
• Potential for permanent career opportunities.

If you are a passionate people leader with a track record of driving customer service excellence and developing high-performing teams, we would love to hear from you.

Apply today for an immediate start.