Customer Service Team Leader

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

Customer Service Team Leader

Location: Chester

Salary: £35,000 - £40,000pa

Contract: Temporary (5-6 months) with potential for permanent opportunities

Hours: Monday to Friday, 9:00am - 5:30pm

Start Date: Immediate start available

About the Role

We are recruiting for an experienced Customer Service Team Leader to join a fast-paced financial services operation on an initial 5-6 month temporary contract. This is an excellent opportunity for a customer-focused leader who enjoys developing high-performing teams, driving service excellence, and delivering outstanding customer experiences.

Leading a team of Customer Engagement Officers, you will play a key role in ensuring customers receive an exceptional service across multiple channels, including inbound and outbound calls and webchat. You will provide day‑to‑day leadership, coaching, and operational support while maintaining high standards of compliance, quality, and performance.

This position offers potential for longer-term or permanent opportunities for the right candidate.

Key Responsibilities

Team Leadership & People Management

• Lead, motivate, and develop a team of Customer Engagement Officers, ensuring consistently high service standards.
• Set clear objectives and manage performance through regular coaching, one-to-ones, 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.

Customer Experience & Operational Delivery

• Oversee customer interactions across a range of financial products, including Savings, Lending, Revolving Credit, and Asset Finance.
• Support the resolution of complex, sensitive, and complaint‑related cases.
• Ensure customer enquiries and complaints are managed through to a successful resolution.

Compliance, Risk & Quality

• Oversee regulatory processes including complaint handling, account amendments, withdrawals, and user management.
• Identify, assess, and escalation risks, vulnerabilities, and process weaknesses.
• Maintain high standards of documentation, accuracy, and audit readiness.

Continuous Improvement & Change

• Identify opportunities to enhance customer journeys, webchat experiences, and operational efficiency.
• Review SLA breaches, investigate root causes, and implement solutions to improve performance.
• Support process improvements, automation initiatives, and operational change projects.

Required Skills & Experience

• Proven experience within Financial Services customer operations, ideally in a contact centre environment.
• Previous experience in a Team Leader, Supervisor, Acting Lead, or mentoring capacity.
• Strong leadership, coaching, and people management skills.
• Excellent communication and stakeholder management abilities.
• Good understanding of FCA regulations and compliance frameworks.
• Strong attention to detail with a proactive risk and control mindset.
• Comfortable working within a fast‑paced, target‑driven environment.
• Experience supporting process improvements and change initiatives.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.