Senior Team Leader — Banking Customer Experience

Teleperformance; Birmingham; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Perks at Work

Help@Hand

Critical Illness

Cycle to Work

Eyecare support voucher

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Refer-A-Friend

Job summary

Teleperformance in Birmingham is seeking a Senior Team Leader to lead and develop a team of customer service advisors for a UK banking client. You will drive performance, coaching and quality assurance in line with FCA standards.

You will also focus on employee engagement, delivering consistent service, and reporting to management. The role requires a positive, high-performance culture with the ability to motivate and guide colleagues to exceptional outcomes for customers.

Qualifications

• Minimum 2 years’ experience in Financial Services with management or senior leadership support.
• Ability to construct clear written communications with correct spelling and grammar.
• Experience in a complex, regulated customer service environment.
• Ability to manage workloads at team level and support wider operational priorities.
• Ability to prioritise workloads to meet targets and deadlines.

Responsibilities

• Lead and develop a team of customer service advisors and SMEs.
• Provide operational support to the management team and drive performance.
• Ensure performance, quality assurance and FCA standards are met.
• Coach, motivate and engage the team to deliver exceptional customer outcomes.
• Provide regular reporting and analysis of team activity to management.
• Identify improvement opportunities and drive continuous improvement.

Skills

People management

Customer service

Communication skills

Attention to detail

Stakeholder management

Job description

Teleperformance in Birmingham is seeking a Senior Team Leader to lead and develop a team of customer service advisors for a UK banking client. You will drive performance, coaching and quality assurance in line with FCA standards.

You will also focus on employee engagement, delivering consistent service, and reporting to management. The role requires a positive, high-performance culture with the ability to motivate and guide colleagues to exceptional outcomes for customers.