Customer services team leader - 12 month contract

Customer Care and Experience Team Leader - Financial Services

12-month contract

West End - Hybrid

£50,000 - £60,000 + excellent benefits

Our client is a fast-growth financial services provider that is the talk of their sector. They are seeking an experienced 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:

1. Regulatory Compliance & Reporting: Reporting under Consumer Duty for Service-Operations, ensuring compliance with FCA regulations, TCF, CONC, and internal policies.
2. Work with debt charities, external recovery agencies, and regulatory bodies to improve customer outcomes.
3. Process Improvement: Identify and implement process enhancements such as repayment plans to improve customer satisfaction, resolution times, and overall service efficiency.
4. 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).
• 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-focused environment, then apply today. Salary is dependent on experience.

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