Customer Service Team Leader – London

Asset Finance International; Greater London; On-site; GBP 40,000 - 85,000; Full time

Benefits offered by this job

Bonus

Benefits package

Job summary

Asset Finance International is seeking a driven Customer Service Team Leader in the United Kingdom to establish and lead a new team under the COO. The role focuses on enhancing customer experience through robust feedback analysis and cross-channel engagement.

Responsibilities include implementing action plans from customer insights, handling escalations, and driving process improvements to deliver exceptional service and outcomes for entrepreneurs and high-net-worth clients.

Qualifications

• Strong customer service skills and leadership experience.
• Experience leading teams and managing escalations.
• Proven ability to analyse feedback and drive improvements.

Responsibilities

• Obtain feedback from customers across channels and create action plans to improve experience.
• Enhance surveys to capture deposits customer feedback at key touchpoints.
• Conduct call/email/letter sampling to review customer experience.
• Serve as escalation point for complaints and issues within the department.
• Respond to reviews and feedback via social media and experience platforms.
• Analyse reviews/feedback to identify trends and themes.
• Develop and present action plans based on feedback to continually improve customer experience.

Skills

Customer service leadership

Team management

Communication skills

Social media monitoring

Job description

£40,000 to £45,000 plus bonus and benefits.

Do you have strong customer services skills?

Would you like to join the UK’s most exciting start up bank?

A team of high profile, high net worth entrepreneurs have created a new bank to focus on the entrepreneurs of tomorrow.

Do you want to be one of the first employers to establish and lead ………

Our client is looking for a driven and experienced Customer Service Team Leader.

You will be assisting the COO in establishing a team operationally.

Responsibilities will include:

• Obtain feedback for the customer base on the customers experience received at key touch point via various channels. Analysis and track the results creating actions plans on how to continuously improve.
• Enhance the existing programme of surveys to gain feedback from the deposits customer base at key touch points.
• Conduct call/email/letter/secure message sampling to review the customer experience.
• Be an escalation point for the department on complaints and issues.
• Respond to reviews/feedback via social media and customers experience platforms.
• Analyse customer reviews/feedback from all channels to identify themes/trends.
• Create and present action plans based on reviews/ feedback/sampling to continually improve the customer’s experience.

Contact: In the first instance, please send your CV in confidence – [e-mail]

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