Customer Service Team Leader
Location: Chester
Salary: £35,000 - £40,000pa
Contract: Temporary (5-6 months) with potential for permanent opportunities
Hours: Monday to Friday, 9:00am - 5:30pm
Start Date: Immediate start available
About the Role
We are recruiting for an experienced Customer Service Team Leader to join a fast-paced financial services operation on an initial 5-6 month temporary contract. This is an excellent opportunity for a customer-focused leader who enjoys developing high-performing teams, driving service excellence, and delivering outstanding customer experiences.
Leading a team of Customer Engagement Officers, you will play a key role in ensuring customers receive an exceptional service across multiple channels, including inbound and outbound calls and webchat. You will provide day‑to‑day leadership, coaching, and operational support while maintaining high standards of compliance, quality, and performance.
This position offers potential for longer-term or permanent opportunities for the right candidate.
Key Responsibilities
Team Leadership & People Management
- Lead, motivate, and develop a team of Customer Engagement Officers, ensuring consistently high service standards.
- Set clear objectives and manage performance through regular coaching, one-to-ones, and feedback sessions.
- Support recruitment, onboarding, and ongoing colleague development.
- Create a positive, inclusive, and high‑performing team culture.
- Act as the first point of escalation for complex customer issues and colleague queries.
- Ensure strong communication and collaboration across internal teams.
Customer Experience & Operational Delivery
- Oversee customer interactions across a range of financial products, including Savings, Lending, Revolving Credit, and Asset Finance.
- Support the resolution of complex, sensitive, and complaint‑related cases.
- Ensure customer enquiries and complaints are managed through to a successful resolution.
Compliance, Risk & Quality
- Oversee regulatory processes including complaint handling, account amendments, withdrawals, and user management.
- Identify, assess, and escalation risks, vulnerabilities, and process weaknesses.
- Maintain high standards of documentation, accuracy, and audit readiness.
Continuous Improvement & Change
- Identify opportunities to enhance customer journeys, webchat experiences, and operational efficiency.
- Review SLA breaches, investigate root causes, and implement solutions to improve performance.
- Support process improvements, automation initiatives, and operational change projects.
Required Skills & Experience
- Proven experience within Financial Services customer operations, ideally in a contact centre environment.
- Previous experience in a Team Leader, Supervisor, Acting Lead, or mentoring capacity.
- Strong leadership, coaching, and people management skills.
- Excellent communication and stakeholder management abilities.
- Good understanding of FCA regulations and compliance frameworks.
- Strong attention to detail with a proactive risk and control mindset.
- Comfortable working within a fast‑paced, target‑driven environment.
- Experience supporting process improvements and change initiatives.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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Customer Service Team Leader in Chester employer: Adecco Portugal
Join a leading organisation in the banking sector as a Product Owner, where you will play a pivotal role in enhancing customer journeys through innovative automation and AI solutions. With a strong commitment to employee growth, our inclusive work culture fosters collaboration across diverse teams, ensuring that your contributions are valued and impactful. Located in the vibrant areas of Bristol Harbourside or Edinburgh, we offer a competitive remuneration package and the flexibility of hybrid working, making this an excellent opportunity for those seeking meaningful and rewarding employment.
