Customer Service Team Lead

What you’ll do 

Team Leadership 

• Directly manage and develop a team of up to 8 Customer Service Associates and Consultants 

• Set performance expectations, conduct regular reviews, and manage capability development 

• Work with our scheduling team to create shift patterns and resource allocation to optimise service coverage 

• Monitor team performance against productivity and quality targets 

• Provide coaching, feedback, and performance improvement support 

Operational Excellence 

• Serve as escalation point for complex customer disputes and complaints 

• Make autonomous decisions on resolutions, refunds, and policy exceptions within defined authority 

• Develop and refine service standards and procedures 

• Maintain quality assurance processes and conduct case reviews 

• Coordinate with global teams to optimise customer experience 

• Report performance metrics and insights to senior leadership 

Service Delivery 

• Serve as escalation point for complex customer cases requiring senior intervention 

• Provide specialist guidance on sophisticated trading strategies and complex products when team requires support 

• Oversee vulnerable customer interactions and ensure enhanced care protocols are followed 

• Maintain reduced personal caseload to prioritize team management and strategic responsibilities 

What you’ll need for this role 

• 5+ years’ customer service experience with minimum 2 years’ team leadership 

• Experience managing remote or international team members 

• Proven track record managing performance in target-driven environments 

• Demonstrated success in complaint resolution and dispute management 

• Fluency in English (written and verbal) 

Bonus if you have: 

• Experience with complex financial products or similar regulated industries 

• Experience in highly-regulated jurisdictions 

• Knowledge of Intercom, Genesys, or similar customer service platforms 

• Degree-level education (finance, business, or related field preferred) 

How we work  

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction: 

• Lead and Inspire: Drives trust, alignment, and enthusiasm 

• Think Big: Focus on the problems that most impact commercial outcomes 

• Champion the client: Understand and prioritize client's needs 

• Deliver at pace: Push for fast, sustainable growth.  

• Raise the bar: Take ownership, be accountable and share feedback 

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realize our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here. 

The Perks  

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.  
 

Learn more about the Perks here! 
 

Join us for this exciting journey. Apply now!