Customer Experience Lead – Multi-Channel Support

Jaja Finance; Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

A dynamic consumer finance company in Manchester seeks a Customer Service Lead to oversee operations in telephony and messaging. The successful candidate will drive service excellence, manage team performance, and ensure compliance with financial regulations. Ideal applicants will have strong leadership skills and a background in customer service within the financial industry. Competitive salary and flexible work arrangements are offered.

Benefits

Competitive salary

Pension contributions

Bonus potential

Private medical cover

25 days annual leave plus bank holidays

4x life insurance cover

Employee assistance program

Qualifications

• Proven experience managing customer service teams in financial services.
• Strong knowledge of telephony and digital messaging platforms.
• Excellent leadership, coaching, and people development skills.

Responsibilities

• Oversee day-to-day operations of telephony and messaging teams.
• Ensure all customer interactions meet quality standards.
• Drive process improvements to enhance efficiency.

Skills

Customer service management

Telephony systems knowledge

Leadership skills

Analytical mindset

Regulatory understanding (FCA, GDPR)

Stakeholder management

Tools

Zendesk

AWS

Twilio

Job description

A dynamic consumer finance company in Manchester seeks a Customer Service Lead to oversee operations in telephony and messaging. The successful candidate will drive service excellence, manage team performance, and ensure compliance with financial regulations. Ideal applicants will have strong leadership skills and a background in customer service within the financial industry. Competitive salary and flexible work arrangements are offered.