Customer Service Team Lead

About the role

Jaja is seeking a Customer Service Team Lead to manage a multi‑channel contact centre within a regulated financial services environment. You will be responsible for delivering excellent customer outcomes while meeting operational KPIs and upholding FCA Consumer Duty standards.

Key responsibilities

• Set clear, non‑negotiable performance expectations and KPI targets aligned with business goals.
• Monitor team performance daily using real‑time dashboards, tracking metrics such as QA scores, hold time, after‑call work, schedule adherence, and customer sentiment.
• Provide structured, evidence‑based coaching both in‑the‑moment and through scheduled 1:1 sessions.
• Conduct regular performance reviews, document actions, and manage improvement timelines.
• Recognise and reward high performers while addressing under‑performance promptly and constructively.
• Identify vulnerable customers, handle complaints, and ensure fair treatment throughout interactions.

Required profile

• Proven leadership experience in a contact‑centre or customer‑service environment, preferably within financial services.
• Strong understanding of regulatory expectations (FCA Consumer Duty) and commitment to fair customer outcomes.
• Ability to balance efficiency with empathy, ensuring both operational excellence and customer fairness.
• Excellent communication skills and confidence in delivering performance standards.

Required skills