Customer Service Team Lead

Customer Service Team LeadFinancial Mis-selling Claims | Manchester City Centre Are you a natural leader who knows how to get the best out of a customer service team? Do you thrive in a fast-paced environment where performance, coaching and development go hand in hand? This could be the role for you.Mis-Sold Expert is growing rapidly and we're looking for someone who can lead from the front, develop people and take real ownership of the performance of a team of around 6–8 Customer Service Agents.The RoleAs Customer Service Team Lead, you'll be responsible for the day-to-day performance, motivation and development of your team. You'll know your numbers, understand where each member of your team is performing well and recognise quickly where additional support or coaching is needed.From daily huddles and KPI monitoring to live call listening, 1-to-1 coaching and on-the-job training, you'll play a key role in creating a high-performing customer service environment where people are supported to succeed and consistently deliver a strong customer experience.Who We're Looking ForYou'll be confident managing different personalities, comfortable having performance conversations and genuinely passionate about helping people develop. Most importantly, you'll understand that great leadership isn't just about watching the numbers, it's about understanding why those numbers are where they are and knowing how to help your team improve them.Previous experience leading a team within customer service, contact centre or another high-volume telephone-based environmentStrong experience working with dialler technology and managing performance through KPIsExperience working with AI models or AI-powered tools within a customer service or contact centre environmentConfident, energetic and engaging leadership styleStrong understanding of customer service KPIs and performance managementNaturally motivational with the ability to bring energy to a busy team environmentConfident having difficult conversations and addressing underperformance when neededStrong communication and people-management skillsKnowledge of claims management or financial services would be a bonusWhat You'll Be DoingLeading, motivating and developing a team of approximately 6–8 Customer Service AgentsMonitoring individual and team KPIs throughout the day and taking ownership of overall team performanceWorking within the dialler alongside your team, keeping a close eye on activity, productivity and customer outcomesUsing AI-powered tools and models to support performance, coaching and decision-makingListening to live and recorded calls to identify strengths and areas for improvementDelivering regular 1-to-1s, coaching sessions and on-the-job trainingIdentifying underperformance early and putting clear actions and additional support in placeEnsuring accurate CRM usage and maintaining high standards across the teamMaking sure FCA compliance guidelines and internal processes are followed on every callMaintaining a strong focus on customer experience, quality and consistency across the teamWhy Mis-Sold Expert?Competitive basic salaryPerformance-related earning potentialManchester city centre officeThe opportunity to lead and develop a high-performing customer service teamJoin a rapidly growing business operating within the financial mis-selling claims sectorHours Monday - Thursday 8.45am - 5pm Friday's 9am - 4pmIf you're a strong leader who loves developing people, improving performance and creating a positive, high-performing team environment, we want to hear from you.