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