Customer Support Team Leader

Shape Exceptional Customer Experiences: Lead Our Customer Support Team (12-Month Contract)

Are you a passionate leader with a knack for creating outstanding customer experiences? Do you thrive in a fast-paced environment where you can empower a team to deliver exceptional service? We’re looking for a dynamic Customer Support Team Leader to join our team for a 12-month contract and play a pivotal role in fostering trust and advocacy among our valued customers.

In this role, you’ll champion a strong customer-centric culture, manage the team’s performance against key metrics, and contribute to a positive and supportive work environment where every colleague feels valued and recognized. You’ll be instrumental in ensuring our customer experience is second to none.

Your Key Responsibilities:

• Drive Team Performance: Monitor and enhance team performance through regular coaching, huddles, and performance reviews, focusing on improving customer service quality.
• Data-Driven Improvements: Utilize Management Information (MI) to identify opportunities for improvement, recommend changes, and support transformation initiatives that benefit both customers and the broader business.
• Foster a Culture of Continuous Improvement: Cultivate an environment that encourages continuous improvement through constructive feedback and proactive problem-solving.
• Elevate the Customer Experience: Actively solicit and respond to feedback from both colleagues and customers to identify and implement improvements to the overall customer experience.
• Resolution Expert: Take ownership of and expertly resolve escalated customer queries, including data subject access requests, ensuring customer satisfaction and compliance.

What You’ll Bring to the Table:

• Proven track record of customer service excellence and substantial experience in people leadership.
• Exceptional communication skills, both written and verbal.
• Demonstrated ability to communicate effectively, prepare compelling presentations, and deliver them confidently to senior audiences.
• Deep understanding of customer service delivery techniques and a passion for applying them to real-world scenarios.
• Strong interpersonal and people management skills, with a genuine talent for developing and coaching team members.
• A sharp eye for identifying operational inefficiencies and a knack for providing practical, effective solutions.
• A foundational understanding of continuous improvement methodologies.
• Exceptional planning and organizational skills.

Bonus Points:

While not essential, experience handling personal banking related queries, including lending, would be a significant advantage.

Perks of Joining Us:

• Remote-First Environment: Enjoy the flexibility and work-life balance of a fully remote work environment.

Ready to Make a Difference?

If you’re a passionate leader with a commitment to delivering exceptional customer service, we encourage you to apply! This is a fantastic opportunity to make a real impact on our customers and contribute to a thriving and supportive team.

Job Posting Closing Date: 24/08/2025