Team Leader - Customer Service
Core
Lead a team of Customer Service Specialists to deliver exceptional customer experiences and maintain strong operational performance in a non-bank lending environment.
Role type
Senior IC team leader (customer service)
Builds
Customer service operations and team capability for non-bank lending solutions
Domain
Financial services / Customer service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, coaching and mentoring, operational performance management, stakeholder management, change management, risk and compliance oversight, data-driven decision-making, conflict resolution
Preferred skills
Experience in contact centre environments, commercial awareness, ability to thrive in fast-paced settings
Technologies
None stated
Responsibilities
Lead, coach and develop a team of Customer Service Specialists; Monitor workload, service levels and operational performance; Support team members with complex customer enquiries and escalations; Drive continuous improvement in customer experience and operational efficiency; Lead team through change initiatives; Promote a strong risk and compliance culture
Seniority
Senior, hands-on IC