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- Tasks: Lead and inspire a team to deliver exceptional customer service experiences.
- Company: Join the UK’s fastest growing digital bank and redefine banking.
- Benefits: Invest in your career with ongoing development and a supportive culture.
- Why this job: Make a real impact on customer experiences and grow your leadership skills.
- Qualifications: Proven leadership experience in customer service and a passion for people.
- Other info: Dynamic, fast-paced environment with opportunities for continuous improvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join the UK’s fastest growing digital bank and help shape the future of customer service. As a Customer Services Team Manager, you’ll empower your team to deliver award-winning experiences that customers genuinely love. We invest in our people, value your leadership, and offer a culture where great service and great careers grow together. If you’re passionate about people and customer experience, this is your opportunity to make a real impact. Be part of a team that’s redefining banking for the better.
As a Customer Services Team Manager in our Customer Service team, you lead, coach, and inspire a group of Customer Service Specialists across a range of banking products. You help us build a high-performing, engaged, and customer‑centric team in a fast‑paced, multi‑channel environment. Together, we deliver brilliant service, support change, and drive continuous improvement. This role gives you the chance to develop people, shape customer experiences, and grow your leadership career.
Job responsibilities
- Lead and motivate a team of Customer Service Specialists to deliver outstanding customer experiences
- Coach individuals to improve capability, confidence, and performance
- Conduct quality checks and provide clear, constructive feedback
- Invest in ongoing team development through regular 1:1s and coaching sessions
- Build an engaged, inclusive, and customer‑centric team culture
- Manage performance using data, insight, and behavioural observations
- Support and communicate change positively within your team
- Collaborate with fellow Team Managers to share best practice
- Drive continuous improvement across customer service operations
- Ensure compliance with regulatory and risk expectations
- Champion wellbeing and development planning for your team
Required qualifications, capabilities, and skills
- Proven leadership experience in a customer service or contact centre environment
- Demonstrable experience managing performance, quality, and customer outcomes
- Strong background in coaching and developing individuals
- Confident communicator with the ability to deliver change empathetically
- Comfortable operating in a fast‑paced, multi‑channel environment
- Passionate about investing in people and building strong teams
- Data aware, able to turn insight into meaningful action
- Collaborative team player
- Resilient, adaptable, and positive in the face of change
- Customer‑focused mindset
- Experience conducting quality checks and providing feedback
Preferred qualifications, capabilities, and skills
- Experience within financial services or a regulated environment
- Experience leading teams through periods of growth or transformation
- Advanced coaching or mentoring certification
- Strong analytical and process improvement skills
- Experience supporting wellbeing and development planning
- Knowledge of regulatory and compliance requirements
- Track record of driving continuous improvement
Customer Service People Lead employer: J.P. Morgan
Contact Detail:
J.P. Morgan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service People Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer service leadership. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your passion for customer experience during interviews. Share specific examples of how you've empowered teams and improved service delivery. We want to see your enthusiasm shine through!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Customer Service People Lead
Some tips for your application 🫡
Show Your Passion for People: When you're writing your application, let your passion for people and customer experience shine through. We want to see how you’ve empowered teams in the past and how you plan to do it with us!
Highlight Your Leadership Skills: Make sure to showcase your leadership experience clearly. Talk about how you've motivated teams, provided feedback, and driven performance improvements. We love seeing examples of how you've made a real impact!
Be Data-Savvy: Since we’re all about continuous improvement, mention any experience you have with using data to drive decisions. Show us how you’ve turned insights into meaningful actions in your previous roles.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to get your application and for you to stay updated on the process. We can’t wait to hear from you!
How to prepare for a job interview at J.P. Morgan
✨Know Your Stuff
Before the interview, make sure you understand the company’s values and how they align with your own. Familiarise yourself with their customer service approach and be ready to discuss how you can contribute to their mission of delivering outstanding customer experiences.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience in a customer service environment. Think about times when you've motivated a team or improved performance through coaching. Be specific about the outcomes and how your actions made a difference.
✨Be Data-Driven
Since the role involves managing performance using data, come prepared with insights from your previous roles. Discuss how you've used data to drive improvements in customer service and how you plan to apply this in the new position.
✨Emphasise Team Culture
Talk about your approach to building an inclusive and engaged team culture. Share strategies you've used to foster collaboration and support wellbeing among team members, as this aligns closely with the company's focus on investing in people.
