Team Leader - Financial Services Customer Service
Customer Service Team Leader Opportunity!
A dynamic and forward-thinking Customer Service Team Leader (CSTL) role is available, offering an exciting opportunity to lead and inspire a team while contributing to the future of customer service.
Based at a vibrant Centre of Excellence in Birmingham with a hybrid working model, this position combines in-office collaboration with the flexibility to work from home.
This role is ideal for an individual eager to shape innovative customer service processes and lead a team delivering exceptional support to customers across multiple channels, including telephony, email, social media, and in-app conversations.
Why This Role Stands OutPioneering Opportunities: The role involves shaping and refining customer service operations and processes for a new bank, with significant input into the customer experience journey.
Impactful Leadership: Manage a dynamic team while handling diverse customer interactions, including complaints handling and supporting vulnerable customers.
Growth Potential: The role offers numerous opportunities for personal and professional development, including leadership pathways, cross-training, and upskilling.
Flexible Work Balance: A hybrid work model allows for a combination of remote flexibility and office-based teamwork.
Key Responsibilities The Customer Service Team Leader will:
Lead a team of Customer Service Agents, ensuring high-quality service delivery across all channels.
Promptly resolve customer inquiries and complaints while ensuring adherence to internal policies and regulatory compliance.
Oversee team performance through coaching, personal development plans, and regular reviews.
Support recruitment, onboarding, and training to build a high-performing team.
Collaborate with other departments to enhance efficiency and mitigate risks.
A minimum of 2 years in customer service, with proven leadership and team development skills.
Time Management: Career Progression: Access to tailored professional development opportunities as the organization grows.
Work-Life Balance: Enjoy the flexibility of a hybrid working model.
Be part of a collaborative team focused on delivering exceptional customer service.
Interested candidates are encouraged to apply and become part of a team redefining customer service excellence.