Job Description

Brook Street is thrilled to represent a leading national Financial Services company in their search for a dynamic Customer Service Team Leader!

As a Customer Service Team Leader, you'll play a pivotal role in leading and managing a team to deliver exceptional customer service across our product range. You'll be instrumental in driving change, implementing company strategy, and actively participating in various operational projects.

We're seeking someone who can identify and implement improvement opportunities, manage risks effectively, and ensure regulatory compliance while prioritising fair treatment of all customers.

Job Details:

• Type: Full-time, 9-Month Fixed Term Contract (FTC), with potential permanent opportunity
• Location: Peterborough
• Salary: Up to £30k

Key Responsibilities:

• Lead team members in alignment with company policies, expectations, and values.
• Keep the team informed and equipped with up-to-date regulatory, product, and business knowledge.
• Collaborate with peers to achieve business results and contribute to strategic objectives.
• Ensure the quality of work by providing regular coaching, mentoring, and training.
• Identify and address technical issues, manage risks, and support new initiatives.
• Foster the development of highly effective and adaptable teams.
• Be instrumental in the implementations of company/ departmental and systems changes

Required Skills & Qualifications:

• Managerial experience in Financial Services or Customer Service operations.
• Experience of Change Management or implementations of large projects/ changes within a business
• Familiarity with Contact Centre Workforce Management (WFM) and telephony technologies.
• Experience in utilising procedures and controls to manage risks, complaints, breaches, and business continuity plans.
• Demonstrated track record of delivering exceptional customer service and setting high standards.
• Excellent communication skills, with a knack for negotiation and facilitating change.
• Strong problem-solving abilities with a proactive approach to issue resolution.
• Effective time management and workload prioritisation skills.
• Experience in team management and development.

Benefits:

• Competitive salary package.
• Opportunity to thrive in a dynamic and supportive environment.
• Involvement in strategic projects and initiatives.
• Access to professional development and training opportunities.

If you're excited about this opportunity and have the relevant experience, we invite you to apply by submitting your CV and cover letter. Let's embark on this journey together!