Lead Customer Support Team – Financial Services

Goldman Sachs; Birmingham; On-site; GBP 55,000 - 75,000; Full time

Job summary

Goldman Sachs in the United Kingdom seeks an experienced contact centre team manager to lead a 12–15 agent group within our customer support function. You will motivate, coach, and develop frontline staff to deliver outstanding service.

Using data to track performance, you will identify journey improvements, handle escalations, and partner with peers to ensure consistent leadership and achievement of service targets while maintaining regulatory standards.

Qualifications

• Experience managing a contact centre team in financial services or a regulated environment.
• Proven ability to coach teams to meet KPIs and drive performance.
• Strong analytical and problem-solving skills with data-driven mindset.
• Excellent communication and ability to stay calm under pressure.

Responsibilities

• Lead, motivate & develop a team of 12–15 customer support agents.
• Coach direct reports to meet performance expectations.
• Use data to understand agent performance and plan improvements.
• Identify opportunities to improve customer journeys.
• Provide inbound support and handle escalations.
• Ensure exceptional customer service with a focus on satisfaction.
• Manage escalations and assist on calls when needed.
• Collaborate with peers to ensure consistent leadership across teams.
• Monitor real-time performance to meet service level targets.
• Coordinate with partners to meet resource needs and schedule changes.
• Understand day-to-day expectations of role and reports.
• Log and escalate issues or risks daily/weekly/monthly.

Skills

People management

Coaching

Data analysis

Customer service

Communication

Job description

Goldman Sachs in the United Kingdom seeks an experienced contact centre team manager to lead a 12–15 agent group within our customer support function. You will motivate, coach, and develop frontline staff to deliver outstanding service.

Using data to track performance, you will identify journey improvements, handle escalations, and partner with peers to ensure consistent leadership and achievement of service targets while maintaining regulatory standards.