Customer Service Team Lead – Banking (Hybrid)

TP

Birmingham

Hybrid

GBP 26,000 - 32,000

Full time

27 hours ago

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Benefits offered by this job

Savings Discounts

Free Online Classes

GPs / Mental Health Support

Cycle to Work Scheme

Eyecare support

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Monthly Inspire Awards

Refer-A-Friend bonus

Monthly Wellbeing Webinars

Employee Experience Progress

Job summary

TP in the UK is recruiting a Team Leader in a hybrid role based in Birmingham. You will lead, coach and mentor a team of Customer Service Agents for a UK banking client, ensuring high service quality and achievement of targets, while complying with all rules and procedures.

The role emphasizes a motivational, customer‑centred culture and strong performance management. As part of the TP team you will drive engagement, develop people, manage KPIs and collaborate with stakeholders to deliver

Qualifications

Proven ability to lead and develop a team of customer service professionals.
Experience coaching, performance reviews and local compliance.
Track record of delivering against KPIs and customer metrics.

Responsibilities

Manage a team of Customer Service Specialists to deliver quality and meet targets.
Foster a customer-centric culture focused on NPS, FPOC, CCTR & AHT.
Conduct regular 1:1s and reviews to maximise performance and development.
Oversee attendance, disciplinary and performance management processes.
Become a knowledge expert on client products and services with solid training.
Drive engagement initiatives within the TP team.