Customer Service Team Leader
South Manchester | Competitive Salary | Hybrid Working (3 days WFH, 2 days office) Full-time | Permanent
Company Overview
Time Recruitment is proud to be representing a fast-growing, innovative financial services provider. We are seeking a proactive and experienced Customer Service Team Manager to join our team. This is a fantastic opportunity to lead a dynamic support team, drive operational excellence, and shape the customer experience across digital service channels.
Why You'll Love Working Here
This business offers more than just a role-it provides a vibrant, supportive environment where your leadership makes a real impact. Benefits include:
1. 25 days holiday plus bank holidays, with an extra day for each full year of service (up to 28 days)
2. Birthday day off
3. Smart working policy - 3 days from home, 2 in the office
4. Casual dress code
5. Free onsite parking
6. Enhanced sick pay after 12 months
7. Annual flu vaccination & free eye tests
8. Employee Assistance Programme - 24/7 confidential support
9. Cycle to Work scheme
10. Annual social events - from race days to boat parties
11. and more!
The Role
As Customer Service Team Manager, you'll lead a high-performing team of service agents, ensuring exceptional customer experiences across live chat and email channels. You'll use data to optimise workflows, implement best practises, and drive continuous improvement.
Key Responsibilities:
12. Lead, coach, and develop a team of customer service agents
13. Conduct regular performance reviews, training, and team meetings
14. Manage day-to-day operations across live chat and ticketing systems
15. Ensure SLAs and KPIs are consistently met or exceeded
16. Use data analytics to identify inefficiencies and improve workflows
17. Collaborate with IT and product teams to enhance customer journeys
18. Monitor quality and compliance, ensuring FCA standards are upheld
19. Provide support with escalations, complaints, and referrals
20. Deliver insights and recommendations to senior leadership
What We're Looking For
Essential:
21. Proven experience in team leadership within a customer service environment
22. Strong understanding of FCA regulations and compliance standards
23. Experience with CRM platforms (e.g. Zendesk, Salesforce, Intercom, Jira)
24. Analytical mindset with the ability to drive data-led improvements
25. Excellent communication, coaching, and organisational skills
26. Ability to thrive in a fast-paced, regulated setting
Desirable:
27. Background in financial services or insurance
28. Familiarity with payment systems and finance providers
29. CII qualification or willingness to work towards one
30. Minimum of 5 GCSEs including Maths and English
Apply Today
If you're ready to lead with purpose, inspire a team, and shape the future of customer service-this is your chance. Apply now through Time Recruitment and take the next step in your leadership journey.