Senior Team Leader – Customer Experience & Coaching

Tp-8f723eaf; Birmingham; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Perks at Work – Savings Discounts

Help@Hand – Discounts & Wellbeing

Critical Illness support

Cycle to Work Scheme

Eyecare support voucher

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Monthly Inspire Awards

Refer-A-Friend bonus

Wellbeing webinars

Employee Experience Progress

Job summary

Tp-8f723eaf in Birmingham is seeking a Senior Team Leader to guide and develop a team of customer service advisors and SMEs for a UK banking client. You will drive performance, coach colleagues and ensure quality assurance in line with FCA standards and company processes.

The role focuses on engagement, effectiveness and improving customer outcomes, while maintaining a positive leadership culture and supporting the management team in day-to-day operational priorities.

Qualifications

• Minimum 2 years’ experience within a Financial Services organisation, with proven experience in a management or senior leadership support role.
• Ability to write clear and concise 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 as directed by senior leaders.
• Strong communication skills both verbally and in writing.

Responsibilities

• Lead and develop a team of customer service advisors and subject matter experts for a UK banking client.
• Provide operational support to management to drive performance, consistency and improvement.
• Deliver team performance and drive quality assurance in line with FCA processes and standards.
• Coach and motivate team, support priorities and provide feedback to drive performance.
• Act as role model to Team Leaders, supporting effective operation and service excellence.

Skills

Team leadership

People management

Communication skills

Regulated customer service

Tools

MS Office

Job description

Tp-8f723eaf in Birmingham is seeking a Senior Team Leader to guide and develop a team of customer service advisors and SMEs for a UK banking client. You will drive performance, coach colleagues and ensure quality assurance in line with FCA standards and company processes.

The role focuses on engagement, effectiveness and improving customer outcomes, while maintaining a positive leadership culture and supporting the management team in day-to-day operational priorities.