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We are looking for a dynamic and experienced Customer Service Team Leader to join a growing company in the financial services sector. The ideal candidate will have a strong background in team leadership and customer service, with the ability to maintain excellent service standards and ensure regulatory compliance.

Key Responsibilities:

* Team Leadership: Lead, mentor, and manage a team of customer service representatives, providing guidance and support to help them meet and exceed performance targets.

* Customer Engagement: Oversee customer interactions, ensuring service delivery is prompt, professional, and in line with company policies and customer expectations.

* Process Improvement: Analyse service trends and patterns, offering feedback and suggestions to enhance processes, improving customer satisfaction and operational efficiency.

* Performance Management: Regularly monitor team performance, conduct reviews, and implement development plans to drive continuous improvement and skill development.

* Compliance and Reporting: Ensure all customer interactions comply with financial regulations and company policies. Maintain accurate records and produce reports on service performance and trends.

* Stakeholder Engagement: Work closely with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration across teams.

* Training and Development: Organise and deliver training sessions to ensure team members are equipped with the necessary skills and knowledge to provide exceptional customer service.

Qualifications and Experience:

* Proven experience in a leadership role within a financial services business, specifically focused on customer service.

* A thorough understanding of financial services regulations and customer service best practices.

* Excellent communication and interpersonal skills, with the ability to motivate and manage a team effectively.

* Strong problem-solving skills and the ability to think critically under pressure.

* Willingness to work on a rotational shift basis, including evenings and weekends.

* A customer-focused mindset, dedicated to delivering high-quality service.

Preferred Qualifications:

* Previous experience in a customer service role within the financial services sector.

* Proven track record in improving customer satisfaction and team performance.

Benefits:

* 33 days holiday (25 days annual leave + 8 public holidays)

* Birthday day off

* Discretionary bonus

* 15% pension contributions

* Eyecare and Private Medical Insurance benefits