Customer Service Team Lead – Financial Services (Temp)

Adecco Portugal; Chester; On-site; GBP 35,000 - 40,000; Full time

Job summary

Adecco Group UK & Ireland is recruiting a Customer Service Team Leader in Chester to oversee a fast-paced financial services operation on a temporary 5-6 month contract with potential for permanent opportunities.

You will lead a team of Customer Engagement Officers, drive service excellence across channels, coach performance, ensure FCA compliance and risk controls, and contribute to process improvements while maintaining high customer experience standards.

Qualifications

• Proven experience within Financial Services customer operations.
• Previous experience in a Team Leader or mentoring capacity.
• Strong leadership, coaching, and people management skills.
• Excellent communication and stakeholder management abilities.
• Good understanding of FCA regulations and compliance frameworks.

Responsibilities

• Lead, motivate, and develop a team of Customer Engagement Officers, ensuring consistently high service standards.
• Set clear objectives and manage performance through regular coaching and feedback sessions.
• Support recruitment, onboarding, and ongoing colleague development.
• Create a positive, inclusive, and high-performing team culture.
• Act as the first point of escalation for complex customer issues and colleague queries.
• Ensure strong communication and collaboration across internal teams.
• Oversee customer interactions across financial products and ensure resolution of complaints and escalations.
• Identify risks, document controls, and maintain audit readiness.
• Drive continuous improvement in journeys, web chat experiences, and operational efficiency.

Skills

Team Leadership

Coaching

Stakeholder management

Communication

FCA regulations

Attention to detail

Process improvements

Job description

Adecco Group UK & Ireland is recruiting a Customer Service Team Leader in Chester to oversee a fast-paced financial services operation on a temporary 5-6 month contract with potential for permanent opportunities.

You will lead a team of Customer Engagement Officers, drive service excellence across channels, coach performance, ensure FCA compliance and risk controls, and contribute to process improvements while maintaining high customer experience standards.