Overview
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:
* 25 days holiday plus bank holidays, with an extra day for each full year of service (up to 28 days)
* Birthday day off
* Smart working policy - 3 days from home, 2 in the office
* Casual dress code
* Free onsite parking
* Enhanced sick pay after 12 months
* Annual flu vaccination & free eye tests
* Employee Assistance Programme - 24/7 confidential support
* Cycle to Work scheme
* Annual social events - from race days to boat parties
* 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
* Lead, coach, and develop a team of customer service agents
* Conduct regular performance reviews, training, and team meetings
* Manage day-to-day operations across live chat and ticketing systems
* Ensure SLAs and KPIs are consistently met or exceeded
* Use data analytics to identify inefficiencies and improve workflows
* Collaborate with IT and product teams to enhance customer journeys
* Monitor quality and compliance, ensuring FCA standards are upheld
* Provide support with escalations, complaints, and referrals
* Deliver insights and recommendations to senior leadership
What We're Looking For
Essential:
* Proven experience in team leadership within a customer service environment
* Strong understanding of FCA regulations and compliance standards
* Experience with CRM platforms (e.g. Zendesk, Salesforce, Intercom, Jira)
* Analytical mindset with the ability to drive data-led improvements
* Excellent communication, coaching, and organisational skills
* Ability to thrive in a fast-paced, regulated setting
Desirable:
* Background in financial services or insurance
* Familiarity with payment systems and finance providers
* CII qualification or willingness to work towards one
* 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.
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