Customer Services Team Leader

Overview

As a Customer Service Team Leader, you will help shape the customer experience for a new UK startup bank. You will support the COO by establishing a high-performing customer service function and driving continuous improvement through feedback, surveys, and channel analysis. You’ll lead escalation handling, respond to reviews, and present action plans to enhance deposits customer journeys. This is a growth-focused role in a fast-paced fintech environment with a strong emphasis on measurable impact.

Pay / Benefits

• bonus
• benefits
• hybrid working
• salary 40,000 to 50,000 + bonus and benefits

Responsibilities

• Collect and analyse customer feedback from key touchpoints across channels
• Enhance and expand surveys to capture deposits customer insights
• Conduct sampling of calls, emails, letters, and secure messages to review experience
• Serve as escalation point for complaints and issues within the department
• Respond to reviews and feedback via social media and customer experience platforms
• Identify themes and trends from feedback and channel data
• Create and present action plans to improve the customer experience

Key requirements

• Experience leading a customer service team
• Strong ability to analyse feedback and translate insights into actions
• Proven track record in improving customer experience
• Excellent communication and stakeholder management
• Comfort with hybrid working environment in London

• analytical mindset
• clear communication
• problem-solving
• feedback analysis
• survey design and analysis
• multichannel customer experience management

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