Customer Service Team Lead – Financial Services (Hybrid)

Brite Recruitment Ltd; Bristol; Hybrid; GBP 38,000 - 44,000; Full time

Job summary

A leading recruitment agency in the UK is seeking a Customer Service Team Leader for financial services in Bristol. This full-time, permanent position offers a hybrid working model. The ideal candidate will have extensive experience leading customer contact teams, knowledge of FCA regulations, and strong communication skills. Responsibilities include team leadership, performance monitoring, and promoting continuous improvements. This role is essential for enhancing customer service quality and efficiency.

Qualifications

• Significant experience in financial services or banking.
• Thorough understanding of FCA regulatory frameworks.
• Proven ability to handle escalations and complaints.

Responsibilities

• Lead a team of Customer Service Advisors.
• Act as the first point of escalation for sensitive cases.
• Monitor performance against team KPIs.
• Deliver structured coaching focused on quality.
• Promote continuous improvement within the team.

Skills

Strong experience leading a customer contact team

Excellent communication skills

Ability to handle escalations

Coaching and stakeholder management

Ability to interpret data

Professional approach to inspire team

Job description

A leading recruitment agency in the UK is seeking a Customer Service Team Leader for financial services in Bristol. This full-time, permanent position offers a hybrid working model. The ideal candidate will have extensive experience leading customer contact teams, knowledge of FCA regulations, and strong communication skills. Responsibilities include team leadership, performance monitoring, and promoting continuous improvements. This role is essential for enhancing customer service quality and efficiency.