At a Glance
- Tasks: Lead a customer service team to deliver exceptional support and improve customer experience.
- Company: Join Freetrade, a game-changing investment platform on a mission to simplify investing.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Collaborative culture with regular visits to our Budapest office.
- Why this job: Be part of a dynamic team reshaping how customers invest and grow their wealth.
- Qualifications: Experience in customer service leadership and a passion for improving customer support.
The predicted salary is between 45000 - 55000 £ per year.
About Freetrade
Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in.
2026 is a big year for us. Last year, we announced a game-changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers.
About the Role
As the Customer Service Team Lead at Freetrade, you will be the driving force behind a dedicated team based in our London and Budapest hubs. You will own the day-to-day management of team workflows and capacity, creating a high-performing, customer-obsessed team environment, using clear leadership, strong judgement and continuous improvement to make sure we deliver the best possible experience for Freetrade customers.
What you’ll do:
- Champion a customer-first mindset across the team, ensuring decisions are made with the customer experience in mind.
- Communicate with customers through email, in-app chat and, as our support channels evolve, phone.
- Use customer insight, performance data and frontline feedback to identify opportunities to improve service quality, speed and consistency.
- Coach agents to deliver clear, empathetic and high-quality support, helping them understand the impact their work has on customers.
- Lead by example in creating a culture of ownership, accountability and continuous improvement.
- Oversee and coordinate day-to-day customer service workflows, ensuring work is prioritised and allocated effectively.
- Provide first-line leadership and act as the first point of escalation for operational and team queries.
- Take ownership of manager-level customer escalations, resolving complex or sensitive cases while balancing customer outcomes with business needs.
- Monitor team performance, customer demand and service levels, identifying risks and addressing issues early.
- Balance team capacity through effective rota management, holiday planning and sickness cover.
- Partner with the department manager to align priorities, remove blockers and share best practice.
- Drive continuous improvements to workflows, processes and ways of working that enhance the customer experience.
- Foster a collaborative, supportive and high-performing culture across our London and Budapest teams.
- Keep communication clear and consistent between the team and Customer Service leadership.
- Visit our Budapest office every one or two months.
About you
- A genuinely customer-obsessed mindset, with a strong desire to improve the quality, consistency and empathy of customer support.
- Experience leading teams in a customer-focused environment, with the ability to coach others to deliver excellent outcomes.
- Strong judgement and ownership, with the confidence to make decisions that balance customer needs, team capacity and operational risk.
- A continuous improvement mindset, with curiosity about how processes, tools and behaviours can create a better customer and agent experience.
- Experience working in operations within a regulated, high-quality or customer critical environment; financial services experience would be a plus.
- Leadership or people management experience, with a track record of coaching and developing others.
- Excellent organisation, communication and stakeholder management skills, with the confidence to lead day-to-day operations.
- A proactive mindset, with strong decision-making, prioritisation skills, and the ability to identify and drive improvements.
Our interview process
We keep things simple and transparent. You’ll meet one of our Talent Partners to make sure we are a good match for each other, typically followed by a Leadership & Operations Interview and a Final on-site Values Interview.
Hybrid working culture
We work from our central London and Budapest offices on Monday, Tuesday and Thursday, leaving Wednesday and Friday for dedicated focus time at home. We believe in the power of in-person collaboration to build a strong culture, but we know life happens. If you have caregiving or personal responsibilities that require extra flexibility, let’s talk about it.
We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you.
Customer Service Team Lead employer: Freetrade Limited
Freetrade Limited is an exceptional employer that fosters a dynamic and inclusive work culture, where employees are empowered to take ownership of their roles and contribute to meaningful customer experiences. With hybrid working opportunities in vibrant locations like London and Budapest, team members benefit from a supportive environment that prioritises professional growth and continuous improvement, alongside competitive benefits that enhance work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Freetrade Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Freetrade Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Freetrade Limited:Your cover letter is your chance to shine! Tell us why you want to work at Freetrade Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Freetrade Limited!
How to prepare for a job interview at Freetrade Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
