Customer Service Team Leader

Time Recruitment Solutions

  • Manchester
  • Permanent
  • Full-time
  • 6 days ago
  • Apply easily
Customer Service Team Leader📍 South Manchester | Competitive Salary | Hybrid Working (3 days WFH, 2 days office) 🕒 Full-time | PermanentCompany OverviewTime 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 HereThis 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 RoleAs 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 ForEssential:
  • 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 TodayIf 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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