Customer Support Team Lead - Financial Services

Goldman Sachs; West Midlands; On-site; GBP 45,000 - 65,000; Full time

Job summary

Goldman Sachs’ Across Asset Wealth Management is seeking an experienced contact centre team manager to lead a team of 12–15 customer support agents, delivering exceptional service for a diverse client base. You will coach, analyse data, drive improvements in customer journeys, handle escalations, and collaborate across the business to meet service levels and sustain high customer satisfaction and advocacy.

This is a full‑time, on‑site role based in the UK with a focus on regulated environments

Qualifications

• Previous experience of managing a contact centre team in financial services or similar regulated environment.
• Proven ability to coach teams to achieve KPI targets using recognised coaching models.
• Ability to create a positive team environment that supports retention and development of agents.
• Strong understanding of contact centre metrics and performance benchmarks.
• Ability to manage workload while balancing customer and team needs.
• Excellent analytical and problem‑solving skills with a proactive mindset.
• Ability to stay calm and focused while handling multiple priorities.

Responsibilities

• Lead, motivate & develop a team of 12–15 customer support agents.
• Coach reports to meet performance expectations and enable success in role.
• Use data to understand agent performance, identify trends and plan improvements.
• Identify opportunities to improve customer journeys and encourage team to do likewise.
• Provide inbound support and handle escalations when needed.
• Ensure consistent delivery of exceptional service with strong customer satisfaction focus.
• Take ownership of customer inquiries and respond to escalations per procedures.
• Act as escalation point for customer issues and assist on calls when necessary.
• Collaborate with peers to maintain leadership consistency across frontline teams.
• Share responsibility with other managers for real‑time operational performance and service levels.
• Coordinate with partners to meet resource needs, schedules, and change management.

Skills

Team leadership

Coaching

Analytics

Customer service

Regulated environment

Workload management

Job description

Goldman Sachs’ Across Asset Wealth Management is seeking an experienced contact centre team manager to lead a team of 12–15 customer support agents, delivering exceptional service for a diverse client base. You will coach, analyse data, drive improvements in customer journeys, handle escalations, and collaborate across the business to meet service levels and sustain high customer satisfaction and advocacy.

This is a full‑time, on‑site role based in the UK with a focus on regulated environments