Senior Customer Experience Team Lead - FinTech CX

DNA Payments Group; Hull Bridge; Vor Ort; GBP 42.000 - 62.000; Vollzeit

Benefits dieser Stelle

Life Assurance

Ride to work

25 days holiday per year

Workplace Pension

Private Medical

Employee Assistance Programme

Zusammenfassung

DNA Payments Group is sourcing an experienced Senior Customer Services Team Leader to head a fast-paced call centre. You will lead senior agents and agents, drive continuous improvement, and partner with the Head of Client Services on strategic initiatives to improve efficiency and customer outcomes.

The role requires guiding cross-functional projects, managing shifts, and delivering high-quality customer experiences across calls, chats and emails.

Qualifikationen

• Minimum 3 years proven experience managing a fast-paced Customer Service or call/contact centre.
• Experience in a multi-site and international organisation.
• Experience in managing remote teams across multiple geographies.
• Willing to work shift in line with customer business hours.
• Strong track record of hitting KPIs and driving performance improvement.
• Excellent people leadership and coaching skills.
• Strong analytical skills.
• Advanced experience using all Microsoft packages.
• Experience using Calabrio workforce planning software.
• Experience with contact centre technology essential.
• Payments sector knowledge desirable.
• Must be a self-starter and completer finisher.

Aufgaben

• Lead and develop the Customer Services Call Centre operation to drive service excellence and efficiency.
• Manage performance against SLAs, KPIs, and capacity planning across shifts and sites.
• Collaborate with cross-functional teams on projects and end-to-end delivery.
• Own performance strategy and continuously redesign inefficient processes.
• Oversee quality of interactions (calls, chat, email) and use insights to improve outcomes.
• Recruit, onboard and train new team members; support succession planning.

Kenntnisse

People leadership

KPI driven

Analytical skills

Shift work

Multi-site teams

Customer service leadership

Tools

Calabrio

Microsoft Office

Contact centre tech

Jobbeschreibung

DNA Payments Group is sourcing an experienced Senior Customer Services Team Leader to head a fast-paced call centre. You will lead senior agents and agents, drive continuous improvement, and partner with the Head of Client Services on strategic initiatives to improve efficiency and customer outcomes.

The role requires guiding cross-functional projects, managing shifts, and delivering high-quality customer experiences across calls, chats and emails.