Customer Service Team Leader

About the role

We are seeking a motivated Customer Service Team Leader to guide a group of 6‑12 advisors in delivering exceptional service from the first contact through to contract completion. You will foster an inclusive environment where colleagues can thrive and continuously improve performance.

Key responsibilities

• Lead, inspire and develop a team of 6‑12 Customer Service Advisors.
• Deliver outstanding service from initial contact to contract conclusion.
• Coach, motivate and support team members to reach their full potential.
• Monitor performance, quality and drive continuous improvement.
• Handle customer concerns with fairness and care.
• Identify and implement process efficiencies and improvements.
• Contribute to overall team and business success.

Required profile

• Proven experience leading customer service teams in a contact‑centre environment.
• Strong organisational and performance‑management abilities.
• Ability to manage risks and make sound judgments.
• Passion for developing others and helping them succeed.
• Financial services experience is a plus, but not essential.

Required skills

What we offer

• 10% discretionary annual bonus.
• 25 days holiday plus bank holidays.
• Paid volunteering day and holiday purchase scheme.
• Contributory pension with up to 10% employer match.
• Life cover at 4× salary and healthcare cash plan.
• Ongoing training, development and wellbeing support.
• Flexible working: 35 hours/week, Monday‑Friday with remote work option after training (up to one day per week).