Customer Service Team Leader

Time Recruitment Solutions Ltd; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services provider in Manchester seeks a Customer Service Team Manager to lead a high-performing team. The ideal candidate will have proven experience in team leadership and a strong understanding of FCA regulations. This role offers competitive benefits including hybrid working, enhanced sick pay, and 25 days holiday plus bank holidays.

Benefits

25 days holiday plus bank holidays

Birthday day off

Smart working policy - 3 days from home, 2 in the office

Casual dress code

Free onsite parking

Enhanced sick pay

Annual flu vaccination & free eye tests

Employee Assistance Programme

Cycle to Work scheme

Annual social events

Qualifications

• Proven experience in team leadership within a customer service environment.
• Strong understanding of FCA regulations and compliance standards.
• Excellent communication, coaching, and organisational skills.

Responsibilities

• Lead, coach, and develop a team of customer service agents.
• Manage day-to-day operations across live chat and ticketing systems.
• Monitor quality and compliance, ensuring FCA standards are upheld.

Skills

Team leadership

Regulatory compliance knowledge

CRM platforms experience

Analytical mindset

Communication skills

Education

Minimum of 5 GCSEs including Maths and English

Tools

Zendesk

Salesforce

Intercom

Jira

Job description

Overview

Customer Service Team Leader

South Manchester | Competitive Salary | Hybrid Working (3 days WFH, 2 days office) | Full-time | Permanent

Company Overview

Time Recruitment is proud to be representing a fast-growing, innovative financial services provider. We are seeking a proactive and experienced Customer Service Team Manager to join our team. This is a fantastic opportunity to lead a dynamic support team, drive operational excellence, and shape the customer experience across digital service channels.

Why You'll Love Working Here

This business offers more than just a role—it provides a vibrant, supportive environment where your leadership makes a real impact. Benefits include:

• 25 days holiday plus bank holidays, with an extra day for each full year of service (up to 28 days)
• Birthday day off
• Smart working policy - 3 days from home, 2 in the office
• Casual dress code
• Free onsite parking
• Enhanced sick pay after 12 months
• Annual flu vaccination & free eye tests
• Employee Assistance Programme - 24/7 confidential support
• Cycle to Work scheme
• Annual social events - from race days to boat parties
• and more!

The Role

As Customer Service Team Manager, you'll lead a high-performing team of service agents, ensuring exceptional customer experiences across live chat and email channels. You'll use data to optimise workflows, implement best practises, and drive continuous improvement.

Key Responsibilities

• Lead, coach, and develop a team of customer service agents
• Conduct regular performance reviews, training, and team meetings
• Manage day-to-day operations across live chat and ticketing systems
• Ensure SLAs and KPIs are consistently met or exceeded
• Use data analytics to identify inefficiencies and improve workflows
• Collaborate with IT and product teams to enhance customer journeys
• Monitor quality and compliance, ensuring FCA standards are upheld
• Provide support with escalations, complaints, and referrals
• Deliver insights and recommendations to senior leadership

What We're Looking For

Essential:

• Proven experience in team leadership within a customer service environment
• Strong understanding of FCA regulations and compliance standards
• Experience with CRM platforms (e.g. Zendesk, Salesforce, Intercom, Jira)
• Analytical mindset with the ability to drive data-led improvements
• Excellent communication, coaching, and organisational skills
• Ability to thrive in a fast-paced, regulated setting

Desirable:

• Background in financial services or insurance
• Familiarity with payment systems and finance providers
• CII qualification or willingness to work towards one
• Minimum of 5 GCSEs including Maths and English

Apply Today

If you're ready to lead with purpose, inspire a team, and shape the future of customer service—this is your chance. Apply now through Time Recruitment and take the next step in your leadership journey.