CUSTOMER SERVICE TEAM LEADER (FINANCIAL SERVICES)

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

Job summary

A recruitment agency seeks a Customer Service Team Leader in Bristol. This full-time, permanent position involves leading a team within financial services, focusing on communication and continuous improvement. The role includes handling escalations, monitoring KPIs, and coaching advisors. Applicants should have strong leadership skills and a solid understanding of FCA regulations. Hybrid working is offered, and candidates are encouraged to apply with an updated CV.

Qualifications

• Strong experience leading a customer contact team within Financial Services.
• Thorough understanding of FCA regulatory frameworks.
• Proven ability to handle escalations and complaints.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead a team of Customer Service Advisors and conduct regular performance reviews.
• Act as the first point of escalation for complex customer cases.
• Monitor performance against team KPIs.
• Support with customer contact volume as needed.
• Deliver structured coaching and focus on compliance.
• Promote continuous improvement and innovation.

Skills

Leadership

Communication skills

Coaching

Stakeholder management

Data interpretation

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.
• Support 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.

Next Steps

If you’re interested in applying for this position, please send us your up to date CV today.