Lead a High-Impact Customer Service Team - Banking

Teleperformance Ltd; Birmingham; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Perks at Work

Help@Hand wellbeing resources

Critical Illness – up to £10,000

Cycle to Work Scheme

Holiday Purchase Scheme

Length of Service Awards

Monthly Inspire Awards

Refer-A-Friend £1,200 bonus

Monthly Wellbeing Webinars

Employee Experience Progress

Criminal Record Check

Enhanced Credit Check

5 years address history

Job summary

Teleperformance Ltd is recruiting a Team Leader to manage a Customer Service team for a UK banking client in Birmingham. You will coach, mentor and grow agents toward high performance, while ensuring compliance with all client rules and procedures.

You will foster a positive, engaging culture, tracking KPI targets (NPS, FPOC, CCTR, AHT) and driving continuous improvement. Banking experience is desirable and the role requires robust people management skills.

Qualifications

• Leadership and people management experience leading teams to achieve targets.
• Strong communication and interpersonal skills for coaching and development.
• Proven ability to manage multiple workflows and drive KPI achievement.
• Experience in banking or financial services environments is desirable.

Responsibilities

• Lead, coach, develop and mentor a team of Customer Service Agents for a UK banking client.
• Create a focused, engaging culture to maximise team performance and customer satisfaction.
• Ensure compliance with client rules, policies and procedures while delivering quality results.
• Manage attendance, performance and disciplinary processes in line with policy frameworks.
• Build product knowledge and drive engagement initiatives within the team.

Skills

Leadership

People management

KPI management

Communication

Workflow management

Team motivation

Banking experience

Job description

Teleperformance Ltd is recruiting a Team Leader to manage a Customer Service team for a UK banking client in Birmingham. You will coach, mentor and grow agents toward high performance, while ensuring compliance with all client rules and procedures.

You will foster a positive, engaging culture, tracking KPI targets (NPS, FPOC, CCTR, AHT) and driving continuous improvement. Banking experience is desirable and the role requires robust people management skills.