Customer Service Team Leader (Financial Services)

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

CUSTOMER SERVICE TEAM LEADER (FINANCIAL SERVICES)

BRISTOL

£38-44K

Our client is looking to recruit a Customer Service Team Leader with significant experience in financial services or banking environments. It’s a full-time, permanent position with hybrid working offered. We’re looking for a strong leader with excellent communication skills and a focus on continuous improvement.

ABOUT THE ROLE

As a Customer Service Team Leader, you will:

• Lead a team of Customer Service Advisors, responsible for regular 121s, performance reviews, feedback, coaching etc.
• Act as the first point of escalation for complex or sensitive customer cases, providing expert guidance, resolution, and assurance.
• Monitor performance against team KPIs for service levels, first contact resolution, complaint prevention, and QA.
• Supports with customer contact volume during busy periods to meet service commitments.
• Deliver structured coaching and case reviews focused on quality and compliance.
• Promote continuous improvement and innovation.

REQUIRED SKILLS & EXPERIENCE

• Strong experience leading or managing a customer contact team within a Financial Services/ Banking environment.
• A thorough understanding of FCA regulatory frameworks.
• Proven ability to handle escalations, complaints and high profile cases.
• Excellent communication, coaching, and stakeholder management skills.
• Ability to interpret data and translate insight into practical improvement actions.
• Proven experience improving overall team performance against SLAs/KPIs.
• A professional approach with the ability to inspire a team and promote a positive culture.