Customer Service Lead

Job title: Customer Service Team Lead

Company: Financial services firm (confidential)

Location: City of London 

Salary: £40,000 + benefits

Contract: Permanent, full-time

Team: 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 (url removed) or on (phone number removed)