Customer Engagement Team Lead (5-Month FTC)

Oxbury Bank Plc; Chester; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

25 days holiday

Oxbury Bonus scheme

Free gym and Personal Training

Private Medical Healthcare

Employee Assistance Programme

Life Insurance

Enhanced maternity/paternity leave

Job summary

Oxbury Bank Plc in the United Kingdom is seeking a Team Leader for a 5-month FTC within the Customer Engagement Team. You will lead, coach, and develop a high-performing team handling inbound calls, outbound calls, and webchat to deliver exceptional customer experiences.

You will set goals, monitor performance, manage day-to-day operations, and provide hands-on support with complex interactions while upholding customer-first behaviours, regulatory compliance, and operational excellence.

Qualifications

• Proven experience in Financial Services customer operations, ideally within a contact centre environment.
• Experience managing a team and delivering coaching and performance management.

Responsibilities

• 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.
• 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.

Skills

Financial services experience

Customer operations

Leadership

Regulatory knowledge

Change management

Complaint handling

Vulnerable customers awareness

Agricultural sector interest

Job description

Oxbury Bank Plc in the United Kingdom is seeking a Team Leader for a 5-month FTC within the Customer Engagement Team. You will lead, coach, and develop a high-performing team handling inbound calls, outbound calls, and webchat to deliver exceptional customer experiences.

You will set goals, monitor performance, manage day-to-day operations, and provide hands-on support with complex interactions while upholding customer-first behaviours, regulatory compliance, and operational excellence.