Customer Service Team Leader

Customer Service Team Leader

South Manchester | Competitive Salary | Hybrid Working (3 days WFH, 2 days office) Full-time | Permanent

Time Recruitment is proud to be representing a fast-growing, innovative financial services provider. We are seeking a proactive and experienced Customer Service Team Manager to join our team. This is a fantastic opportunity to lead a dynamic support team, drive operational excellence, and shape the customer experience across digital service channels.

This business offers more than just a role-it provides a vibrant, supportive environment where your leadership makes a real impact. Benefits include:

• 25 days holiday plus bank holidays, with an extra day for each full year of service (up to 28 days)
• Birthday day off
• Smart working policy - 3 days from home, 2 in the office
• Casual dress code
• Free onsite parking
• Enhanced sick pay after 12 months
• Annual flu vaccination & free eye tests
• Employee Assistance Programme - 24/7 confidential support
• Cycle to Work scheme
• Annual social events - from race days to boat parties
• and more!

As Customer Service Team Manager, you'll lead a high-performing team of service agents, ensuring exceptional customer experiences across live chat and email channels. You'll use data to optimise workflows, implement best practises, and drive continuous improvement.

• Lead, coach, and develop a team of customer service agents
• Conduct regular performance reviews, training, and team meetings
• Manage day-to-day operations across live chat and ticketing systems
• Ensure SLAs and KPIs are consistently met or exceeded
• Use data analytics to identify inefficiencies and improve workflows
• Collaborate with IT and product teams to enhance customer journeys
• Monitor quality and compliance, ensuring FCA standards are upheld
• Provide support with escalations, complaints, and referrals
• Deliver insights and recommendations to senior leadership

Essential:

• Proven experience in team leadership within a customer service environment
• Strong understanding of FCA regulations and compliance standards
• Experience with CRM platforms (e.g. Zendesk, Salesforce, Intercom, Jira)
• Analytical mindset with the ability to drive data-led improvements
• Excellent communication, coaching, and organisational skills
• Ability to thrive in a fast-paced, regulated setting

Desirable:

• Background in financial services or insurance
• Familiarity with payment systems and finance providers
• CII qualification or willingness to work towards one
• Minimum of 5 GCSEs including Maths and English

If you're ready to lead with purpose, inspire a team, and shape the future of customer service-this is your chance. Apply now through Time Recruitment and take the next step in your leadership journey.