Customer Service Team Leader

£32,000 per annum | London

Job Title: Customer Service Team Leader

Location: London, Russell Square

Salary: up to £32,000 depending on experience


  • 25 days holiday
  • Pension
  • Discretionary bonus
  • Employee share options
  • Regular social events
  • Fortnightly lunches, weekly yoga, weekly socials and monthly themed socials funded by business

About the Role

The Customer Service Team Leader will be responsible for managing the day to day operation and will be primarily responsible for Customer Service telephony and chat channels and will also support if required on exception handling. Within the role, you will also be responsible for delivering exceptional service, will be an escalation point for staff, will work closely with other departments and will be responsible for training your team and looking for ways to continuously improve the services offered.

Responsibilities and Experience required for the role of Customer Service Team Leader

  • To field and triage inbound communications from customers – either over voice, chat or social media – to action their requests, resolve their issues and field complaints
  • Support the Complaints Specialist with any investigation required to ensure complaints are dealt within specified timeframes
  • You’ll be responsible for case management and this may include outbound customer communications and letter writing
  • To proactively identify areas to improve processes and innovative ways to better serve the customer
  • Work closely with other areas of the business to get the right outcome for our customers
  • You will use a number of systems including Anana and use the tools provided to manage service and report accurate MI to the business
  • Update new processes & procedures and ensure that training is given to the team and recorded for audit purposes
  • To live and breathe the company values, representing the business to customers and speaking to customers in a way that resonates
  • To support other customer and operational teams as appropriate, where customer communication or engagement is required
  • Create a team that that will champion key areas of the business such as Financial Crime, Credit Cards, Savings, Collections, Intercom and a specialist mobile banking application.
  • Develop a high performing team and managed their development.
  • Strong customer service team management experience gained within a contact centre environment is essential
  • Experienced gained within customer facing roles would be highly advantageous
  • Experience using core banking systems such as Aperio, Signature, TS2, Customer Manager, Anana and Nautilus
  • Experience in working with workflow / task management tools
  • Knowledge of financial services rules and guidelines
  • Quickly react and adapt to stressful and difficult situations
  • A problem solver and can create positive customer outcomes in diverse situation
  • Highly customer-centric with a passion for delivering a best-in-class customer experience
  • High levels of personal and professional integrity
  • Very sound judgement and business instinct with a desire to challenge traditional thinking
  • Determined to succeed, high energy with humility and a strong personal drive
  • Deliver outstanding customer service as measured through customer satisfaction KPIs
  • Manage and monitor service providers for customer quality
  • Drive customer service innovation and continuous improvement of process to deliver better customer outcomes

For more information regarding the role of Customer Service Team Leader please contact us on 0333 1234 101

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days

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