Customer Service Team Leader

About the role

Ayvens is looking for an experienced people leader to join its Bristol-based Corporate team. The Customer Service function provides market-leading service to a broad range of customers and is central to protecting and growing the Ayvens brand. The role leads a team to meet individual, team and business KPIs and SLAs, with a salary range of £32,000-£38,000 depending on experience.

Key responsibilities

• Manage the day-to-day resourcing and workflow of a team, ensuring productivity and SLA metrics are met
• Set documented SMART objectives, track performance targets and behaviours, and run monthly performance reviews with improvement plans where needed
• Deliver against the Quality framework and ensure robust training and succession plans
• Maintain documented, version-controlled processes and escalate issues on policy, procedure or decision-making to the Operations Manager
• Ensure compliance and regulatory activities are met, and work with other operational teams to reduce handoffs and costs
• Use daily, weekly and monthly reporting on team metrics, and liaise professionally with third parties

Required profile

• Proven leadership and people management experience, including feedback, coaching and performance management
• Experience managing performance with a focus on results and behaviours
• Broad knowledge of the UK regulated and finance industry and commercial awareness
• Stakeholder management, problem-solving and self-motivation

Required skills

• Excellent written, verbal and presentation communication skills
• Time management, planning, organisation and delegation
• Good standard of IT literacy, particularly Microsoft Office

What we offer

• Pension scheme, annual salary review and bonus scheme, Give As You Earn and employee referral scheme
• Life assurance, health assessment, travel, dental and critical illness cover, plus study support
• 25 days' annual leave plus a celebration day, 37.5-hour week, Monday to Friday, holiday buy and sell scheme
• Free parking (limited), EV charging, bike storage and shower facilities, and complimentary breakfast