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Customer services team leader - 12 month contract

Love Success Recruitment
Posted 14 hours ago, valid for 17 days
Location

London, Greater London EC1R 0WX

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

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  • The position is for a Customer Care and Experience Team Leader in the financial services sector, offering a 12-month contract in the West End with a hybrid work model.
  • The salary ranges from £50,000 to £60,000, complemented by excellent benefits.
  • Candidates should have a proven track record in a senior customer service or collections role, particularly in handling vulnerable customers and financial inclusion, with a strong understanding of FCA regulations.
  • Key responsibilities include ensuring regulatory compliance, improving customer outcomes, and managing escalations for complex cases.
  • The ideal candidate will possess leadership skills and a customer-centric mindset, with the ability to mentor teams and advocate for financially underserved customers.

Customer care and experience Team leader- Financial services

12-month contract

West End - Hybrid

£50,000-60000 + excellent benefits

Our client is a fast-growth financial services provider that is the talk of their sector. They are seeking an experience Customer services leader with exposure in the area of vulnerability, accessibility, and financial inclusion, ensuring customers receive tailored support that meets FCA requirements,

Duties will include:

Regulatory Compliance & Reporting- reporting under Consumer Duty for Service-Operations, ensuring compliance with FCA regulations, TCF, CONC and internal policies.

Work with debt charities, external recovery agencies, and regulatory bodies to improve customer outcomes,

Process Improvement: Identify and implement process enhancements such as repayment plans to improve customer satisfaction, resolution times, and overall service efficiency,

Escalation Management: Acting as the key escalation point for complex customer cases, ensuring timely and effective resolution

The ideal candidate:

  • will have a proven track record in a senior customer service or collections role, with expertise in handling vulnerable customers and financial inclusion (essential)
  • You will be able to demonstrate a strong understanding of FCA regulations and/or Consumer Duty-
  • Customer-Centric Mindset: Ability to advocate for financially underserved customers, ensuring they receive tailored and compassionate support-
  • Data-Driven Approach: Experience in conducting sentiment analysis using NPS to inform service improvements-
  • Leadership Skills: Demonstrable ability to mentor, coach, and lead teams effectively-

If you have relevant experience in this area and are happy to commit to a 12-month contract in a fast-paced, tech-focussed environment, then apply today. Salary is dependent on experience.

Love Success is acting as an Employment Business in relation to this vacancy.

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.