Customer Administration Team Leader (Glasgow)

About the role

Our client, a leading financial professional services business, is seeking a Customer Administration Team Leader to manage a dedicated team in Glasgow. This is a full‑time, long‑term contract position based on‑site, responsible for overseeing the delivery of customer administration services and ensuring compliance with service level agreements.

Key responsibilities

• Take overall responsibility for the team’s workload and service to the client portfolio.
• Monitor performance against SLAs and client deadlines, providing regular feedback.
• Motivate and facilitate effective teamwork, including remote contributors.
• Ensure quality standards are met by adhering to internal policies, procedures and controls.
• Communicate priorities, hold regular team meetings and manage resource planning.
• Promote knowledge sharing, mitigate key‑person risk and encourage cross‑team collaboration.
• Oversee accurate use of the work‑management system and timesheet updates.
• Support the Operations Manager with performance reviews, coaching, and development plans.
• Manage change, holiday requests, flexible working and employee wellbeing.

Required profile

• Proven experience leading an administration or customer‑service team.
• Strong organisational and communication skills.
• Ability to analyse performance data and drive improvements.
• Experience handling remote team members and managing workload distribution.
• Demonstrated capability to manage people issues, including attendance and wellbeing.

Required skills

• Proficiency with work‑management and reporting tools.
• Understanding of SLA monitoring and internal control processes.
• Effective time‑management and resource‑planning abilities.