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).