Customer Service Team Lead – Consumer Duty & Quality

Link Financial Outsourcing Limited; Caerphilly; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual leave 25 days

Birthday day off

Performance bonus

Holiday purchase option

Pension scheme 8%

Life assurance 4x salary

Employee assistance

Season ticket loan

Maternity pay

Relaxed environment

Social events

Learning & development

Job summary

Link Financial Outsourcing Limited is seeking a Team Leader in Operations to drive frontline customer service, coaching, and process improvements while ensuring Consumer Duty compliance. You will support the Team Manager with day-to-day leadership and monitoring of a team of officers to meet departmental objectives and customer outcomes.

The role focuses on coaching, quality assurance, performance reviews, and the timely resolution of escalated issues, while upholding the company’s values and

Qualifications

• Strong customer service focus aligned with Consumer Duty principles.
• Excellent written and verbal communication skills.
• It skills to use multiple systems effectively.
• Good numeracy and ability to set up payment plans where applicable.
• Ability to multitask and manage diverse responsibilities.
• Strong time management and prioritisation.
• Attention to detail and process adherence.
• Initiative and problem-solving to deliver balanced outcomes.
• Experience coaching and mentoring team members.
• Experience managing people and addressing performance concerns.

Responsibilities

• Perform duties of a Customer Service Advisor and Administrator when required.
• Support inbound SLA performance and guide team members for quality outcomes.
• Attend Quality Assurance calibrations for service quality.
• Own escalated customer issues, resolving fairly and timely.
• Monitor and provide feedback on team performance and outcomes.
• Maintain team knowledge of policies and regulatory requirements.
• Conduct monthly performance reviews and training tracking.
• Assist Team Manager with team meetings and updates.
• Lead by example, upholding company values and customer outcomes.

Skills

Customer service

Communication

IT literacy

Numeracy

Multitasking

Time management

Attention to detail

Problem solving

Coaching

People management

Job description

Link Financial Outsourcing Limited is seeking a Team Leader in Operations to drive frontline customer service, coaching, and process improvements while ensuring Consumer Duty compliance. You will support the Team Manager with day-to-day leadership and monitoring of a team of officers to meet departmental objectives and customer outcomes.

The role focuses on coaching, quality assurance, performance reviews, and the timely resolution of escalated issues, while upholding the company’s values and