Customer Service Team Leader – 12‑Month Fixed‑Term Contract

About the role

AJ Bell is seeking a motivated Customer Service Team Leader for a 12‑month fixed‑term contract. You will lead the Contributions team within Client Services, overseeing direct debit processing, cheque payments, refunds and ISA/LISA allowance updates.

Key responsibilities

• Allocate and manage workloads to meet service level agreements and team targets.
• Produce daily and monthly management information to monitor performance.
• Conduct regular team meetings, one‑to‑ones and performance reviews.
• Coach and develop team members to deliver high‑quality customer service.
• Maintain up‑to‑date processes aligned with company standards and FCA regulations.
• Log and report complaints and regulatory breaches promptly.
• Collaborate with other departments to improve processes and customer experience.
• Monitor system issues, support CASS audits and assist the Contributions Manager as required.

Required profile

• Organised, proactive and able to juggle multiple priorities.
• Strategic thinker with a good grasp of CASS rules and trend analysis.
• Confident when handling FTRs and complaints.
• Positive, can‑do attitude that lifts team morale.
• Mentor and coach who provides constructive feedback.
• Effective communicator of change and updates.

Required skills

• Microsoft Word
• Microsoft Excel