Customer Service Team Leader

Your new company My client and leading financial services provider based in the heart of Liverpool city centre and known for their customer-first approach, is seeking a professional Customer Service team leader to join their organisation on a permanent basis. As they continue to expand, they are looking for an experienced team leader to oversee their frontline service teams, ensuring they provide efficient, compliant and high quality support to both internal and external customers. Your new role Working from contemporary offices based in the heart of Liverpool's business quarter, the position is being offered full-time Monday to Friday with a hybrid model in place. You will be expected to work from the offices 3 days per week. Some of your duties will include but not limited to Lead and manage a team of customer service advisors, ensuring high levels of engagement, performance and service delivery Oversee the day-to-day handling of customer enquiries, complaints and requests across various channels including phone, email and webchat Set team goals, monitor KPIs and conduct regular performance reviews Identify training needs and provide coaching to team members Analyse customer feedback and operational data to identify areas of improvement Manage both in office and remote team members, fostering a collaborative and supportive work environment Ensure that all customer interactions and processes comply with industry regulations and company policies What you'll need to succeed Minimum of 2-4 years of experience within a team leader position Proven ability to lead, develop and motivate a high-performing team Understanding of the financial services market, but full training will be provided. Excellent communication skills with the ability to communicate effectively with all levels of seniority Proficient with all Microsoft packages and able to analyse data for reporting and decision-making What you'll get in return Great city centre location Hybrid model Competitive salary Supportive team environment Pension scheme Professional development What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)