Customer Service Team Lead – Coaching & Growth

Testing Site - JPMC; Easter Howgate; On-site; GBP 40,000 - 55,000; Full time

Job summary

J.P. Morgan in the UK is seeking a Customer Services Team Manager to lead a team of Customer Service Specialists across banking products. You’ll coach, develop and empower your team to deliver award-winning experiences in a fast-paced, multi-channel environment.

You’ll drive performance, quality and customer outcomes, build an inclusive culture, support change, and collaborate with other managers to raise standards of service across the function.

Qualifications

• Proven leadership experience in a customer service or contact centre environment.
• Demonstrable experience managing performance, quality, and customer outcomes.
• Strong background in coaching and developing individuals.
• Confident communicator with the ability to deliver change empathetically.
• Comfortable operating in a fast-paced, multi-channel environment.
• Passionate about investing in people and building strong teams.
• Data aware, able to turn insight into meaningful action.
• Collaborative team player.
• Resilient, adaptable, and positive in the face of change.
• Customer-focused mindset.
• Experience conducting quality checks and providing feedback.

Responsibilities

• Lead and motivate a team of Customer Service Specialists to deliver outstanding customer experiences.
• Coach individuals to improve capability, confidence, and performance.
• Conduct quality checks and provide clear, constructive feedback.
• Invest in ongoing team development through regular 1:1s and coaching sessions.
• Build an engaged, inclusive, and customer-centric team culture.
• Manage performance using data, insight, and behavioural observations.
• Support and communicate change positively within your team.
• Collaborate with fellow Team Managers to share best practice.
• Drive continuous improvement across customer service operations.
• Ensure compliance with regulatory and risk expectations.
• Champion wellbeing and development planning for your team.

Skills

Leadership

Performance mgmt

Coaching

Communication

Multi-channel

Data-driven

Collaboration

Resilience

Customer focus

Change management

Job description

J.P. Morgan in the UK is seeking a Customer Services Team Manager to lead a team of Customer Service Specialists across banking products. You’ll coach, develop and empower your team to deliver award-winning experiences in a fast-paced, multi-channel environment.

You’ll drive performance, quality and customer outcomes, build an inclusive culture, support change, and collaborate with other managers to raise standards of service across the function.