Customer Service Team Lead

2 weeks ago


London, Greater London, United Kingdom Pay Full time
Job Description

We are seeking an experienced Customer Service Team Lead to join our Fraud Services Helpdesk team. As a key member of our team, you will be responsible for leading a team of customer service advisors and ensuring they provide high-quality service to our Payment Service Providers (PSPs).

Key Responsibilities:
  • Lead and develop a team of customer service advisors, setting performance goals and ensuring they provide high-quality service to PSPs.
  • Act as the primary point of escalation for complex queries related to APPR, CoP, and compliance services, ensuring timely resolution.
  • Monitor helpdesk performance, identify trends, and implement service improvement actions to enhance the efficiency and effectiveness of the helpdesk.
  • Prepare regular reports on service performance and ensure all customer queries comply with Pay.UK's policies and relevant regulations.
Requirements:
  • Business-related degree or equivalent experience.
  • Proven experience in managing customer service teams, preferably in a financial services or payments environment.
  • Strong understanding of fraud prevention systems, particularly APPR and CoP platforms.
  • Excellent leadership skills with the ability to motivate and inspire a team to meet and exceed performance targets.
  • Experience with CRM or helpdesk management software, such as Zendesk, ServiceNow, or similar tools.
  • Knowledge of regulatory requirements in the payments or financial services industry is desirable.
What We Offer:
  • A competitive salary and benefits package, including a discretionary annual bonus.
  • 30 days annual leave (excluding bank holidays).
  • Private medical insurance, life assurance, income protection, health cash plan, dental insurance, and Bupa medicals.
  • Employee assistance programme.
  • Cycle to Work Scheme.
  • Season ticket loan.
  • Working from home policy - minimum 40% in the office (e.g., 2 days in the office over a 5-day working week).

At Pay, we are committed to promoting diversity and inclusion across our organization. We believe that our employees are our greatest asset, and we strive to create a work environment that is inclusive, respectful, and supportive. If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity.



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