Join the UK’s fastest growing digital bank and help shape the future of customer service. As a Customer Services Team Manager, you’ll empower your team to deliver award-winning experiences that customers genuinely love. We invest in our people, value your leadership, and offer a culture where great service and great careers grow together. If you’re passionate about people and customer experience, this is your opportunity to make a real impact. Be part of a team that’s redefining banking for the better.
Job summary:
As a Customer Services Team Manager in our Customer Service team, you lead, coach, and inspire a group of Customer Service Specialists across a range of banking products. You help us build a high-performing, engaged, and customer-centric team in a fast-paced, multi-channel environment. Together, we deliver brilliant service, support change, and drive continuous improvement. This role gives you the chance to develop people, shape customer experiences, and grow your leadership career.
Job responsibilities:
1. Lead and motivate a team of Customer Service Specialists to deliver outstanding customer experiences
2. Coach individuals to improve capability, confidence, and performance
3. Conduct quality checks and provide clear, constructive feedback
4. Invest in ongoing team development through regular 1:1s and coaching sessions
5. Build an engaged, inclusive, and customer-centric team culture
6. Manage performance using data, insight, and behavioural observations
7. Support and communicate change positively within your team
8. Collaborate with fellow Team Managers to share best practice
9. Drive continuous improvement across customer service operations
10. Ensure compliance with regulatory and risk expectations
11. Champion wellbeing and development planning for your team
Required qualifications, capabilities, and skills:
12. Proven leadership experience in a customer service or contact centre environment
13. Demonstrable experience managing performance, quality, and customer outcomes
14. Strong background in coaching and developing individuals
15. Confident communicator with the ability to deliver change empathetically
16. Comfortable operating in a fast-paced, multi-channel environment
17. Passionate about investing in people and building strong teams
18. Data aware, able to turn insight into meaningful action
19. Collaborative team player
20. Resilient, adaptable, and positive in the face of change
21. Customer-focused mindset
22. Experience conducting quality checks and providing feedback
Preferred qualifications, capabilities, and skills:
23. Experience within financial services or a regulated environment
24. Experience leading teams through periods of growth or transformation
25. Advanced coaching or mentoring certification
26. Strong analytical and process improvement skills
27. Experience supporting wellbeing and development planning
28. Knowledge of regulatory and compliance requirements
29. Track record of driving continuous improvement
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