Customer Service Team Lead

Mis-sold Expert; Manchester; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

City centre office

Growth opportunities

Job summary

Mis-Sold Expert in Manchester city centre is seeking a Customer Service Team Lead to drive performance and develop a small team of 6–8 Agents.

You will coach, monitor KPIs, and use AI-powered tools to improve customer outcomes while ensuring FCA guidelines and CRM standards are followed.

This is a hands-on leadership role in a fast-paced environment with competitive salary and room to grow.

Qualifications

• Experience leading a customer service team in a high-volume environment.
• Proven ability to drive KPI performance and coaching.
• Experience with AI-powered tools in contact centres is a plus.
• Strong communication and people-management skills.

Responsibilities

• Lead and develop a team of 6–8 agents.
• Monitor daily KPIs and own team performance.
• Work with dialler tech and monitor activity.
• Use AI tools to support coaching and decisions.
• Conduct regular 1:1 coaching and training.
• Ensure FCA compliance and CRM standards.

Skills

Team leadership

Customer service

KPI management

Coaching & mentoring

Dialler technology

AI tools in CS

Performance management

Communication skills

People management

Tools

Dialler software

CRM systems

Call monitoring tools

Job description

Financial Mis-selling Claims | Manchester City Centre

Are you a natural leader who knows how to get the best out of a customer service team? Do you thrive in a fast-paced environment where performance, coaching and development go hand in hand? This could be the role for you.

Mis-Sold Expert is growing rapidly and we're looking for someone who can lead from the front, develop people and take real ownership of the performance of a team of around 6–8 Customer Service Agents.

The Role

As Customer Service Team Lead, you'll be responsible for the day-to-day performance, motivation and development of your team. You'll know your numbers, understand where each member of your team is performing well and recognise quickly where additional support or coaching is needed.

From daily huddles and KPI monitoring to live call listening, 1-to-1 coaching and on-the-job training, you'll play a key role in creating a high-performing customer service environment where people are supported to succeed and consistently deliver a strong customer experience.

Who We're Looking For

You'll be confident managing different personalities, comfortable having performance conversations and genuinely passionate about helping people develop. Most importantly, you'll understand that great leadership isn't just about watching the numbers, it's about understanding why those numbers are where they are and knowing how to help your team improve them.

• Previous experience leading a team within customer service, contact centre or another high-volume telephone-based environment
• Strong experience working with dialler technology and managing performance through KPIs
• Experience working with AI models or AI-powered tools within a customer service or contact centre environment
• Confident, energetic and engaging leadership style
• Strong understanding of customer service KPIs and performance management
• Naturally motivational with the ability to bring energy to a busy team environment
• Confident having difficult conversations and addressing underperformance when needed
• Strong communication and people-management skills
• Knowledge of claims management or financial services would be a bonus

What You'll Be Doing

• Leading, motivating and developing a team of approximately 6–8 Customer Service Agents
• Monitoring individual and team KPIs throughout the day and taking ownership of overall team performance
• Working within the dialler alongside your team, keeping a close eye on activity, productivity and customer outcomes
• Using AI-powered tools and models to support performance, coaching and decision-making
• Listening to live and recorded calls to identify strengths and areas for improvement
• Delivering regular 1-to-1s, coaching sessions and on-the-job training
• Identifying underperformance early and putting clear actions and additional support in place
• Ensuring accurate CRM usage and maintaining high standards across the team
• Making sure FCA compliance guidelines and internal processes are followed on every call
• Maintaining a strong focus on customer experience, quality and consistency across the team

Why Mis-Sold Expert?

• Competitive basic salary
• Performance-related earning potential
• Manchester city centre office
• The opportunity to lead and develop a high-performing customer service team
• Join a rapidly growing business operating within the financial mis-selling claims sector

Hours

• Monday - Thursday 8.45am - 5pm Friday's 9am - 4pm

If you're a strong leader who loves developing people, improving performance and creating a positive, high-performing team environment, we want to hear from you.