New Job Opening: Customer Service Lead in London, UK

Job Description

Customer Service Team Lead / Financial services firm (confidential) / City of London / £40,000 + benefits / Permanent, full-time

Small customer service team, growing with the business.

About the company

Our client is an ambitious, small financial services business in the City, building a customer-first proposition where service is a genuine point of difference.

The role

A player-coach role for someone equally comfortable working the front line and building the processes, standards and reporting that let service scale.

Key responsibilities

• Handle customer enquiries and complaints across phone, email and chat, leading by example


• Own escalations and complex cases through to resolution, in line with FCA complaints (DISP) rules


• Manage daily queues and workloads so service levels are met


• Lead, coach and develop a small team, including 1:1s, quality checks and recruitment as it grows


• Design and document customer service processes and procedures from the ground up


• Set service standards, SLAs and KPIs, and produce MI for the leadership team


• Embed Consumer Duty and vulnerable customer requirements into everyday practice, working with Compliance


• Help select and improve service tools, using customer feedback to fix issues at source

About you

Essential

• Customer service experience in financial services


• Experience leading or supervising a team


• A track record of setting up or improving processes


• Genuinely hands-on and happy to work the queue alongside the team


• Working knowledge of FCA complaints handling and Consumer Duty


• Comfortable with data, KPIs and MI

Desirable

• Start-up, scale-up or fintech experience


• CRM or ticketing tools such as Zendesk, Intercom or Salesforce

What's on offer

• £40,000 + benefits


• Real ownership: build the service function your way


• Direct access to the leadership team


• Scope to grow the role and team as the business scales

How to apply

This role is being managed by Vivo Talent. For a confidential conversation, contact Jordan at [email protected] or on 07458 162011.