The Team Leader is a frontline role within Operations, responsible for delivering the highest standards of customer service and support to the Company, clients, and customers in line with the FCA’s Consumer Duty. The Team Leader plays a key role in supporting the Team Manager by providing day-to-day leadership, coaching, and oversight of a team of officers, ensuring performance meets departmental objectives, aligns with company policies, and delivers positive customer outcomes. The role also contributes to continuous improvement by identifying opportunities to enhance processes and team effectiveness.

What you’ll do

The Team Leader will be responsible for the following activities:

• Perform the responsibilities of a Customer Service Advisor and Customer Service Administrator where required, ensuring all actions support Consumer Duty principles.
• Support the delivery of excellent inbound SLA performance and provide guidance to ...