Customer Service Team Lead

5 days ago

Manchester, United Kingdom Interactive Investor Full time

About Us

Interactive Investor is a leading investment platform that empowers customers to take control of their financial future. With over 25 years of experience, we've helped investors navigate market highs and lows, and we're now the UK's number one flat-fee investment platform, with assets under administration approaching £70 billion and over 400,000 customers.

Our Mission

We're committed to providing a secure and user-friendly platform for our customers' pensions, ISAs, and investments. Our goal is to offer a wide range of investment options, including shares, funds, trusts, and ETFs, while providing impartial and expert content to help our customers make informed decisions.

Our Values

We're a customer-driven organization that values honesty, transparency, and straight-talking. We're ambitious and passionate about delivering exceptional customer experiences, and we're committed to creating a workplace where our employees can thrive.

About the Role

We're seeking an experienced Customer Service Team Lead to join our team. As a key member of our customer service operations, you'll be responsible for leading a team of Customer Service Representatives to deliver exceptional customer experiences. Your primary focus will be on managing and achieving key performance indicators, quality excellence, and risk management for the team and department.

Key Responsibilities

  • Lead and manage a team of Customer Service Representatives to meet performance and efficiency targets.
  • Ensure delivery of a high-quality, omni-channel customer service experience.
  • Drive customer satisfaction by resolving issues, focusing on First Point Resolution, and addressing root causes.
  • Build a motivated, high-performing team, fostering a culture of ownership, improvement, and customer-focused behavior.
  • Collaborate with key business areas to enhance customer and employee experiences.
  • Monitor team performance, provide coaching, and manage resources for optimal efficiency and service delivery.
  • Maintain risk management controls and ensure adherence to compliance policies and procedures.
  • Effective handling of critical incidents, such as system outages, escalated customer complaints, or high call volumes, while maintaining service quality.
  • Lead strategic initiatives and drive continuous improvement in customer service operations.

Requirements

  • Proven team management experience in a demanding contact centre, preferably in a regulated environment.
  • Strong KPI management, including performance, SLA, productivity, and error monitoring.
  • Technical understanding of online stockbroking for quality monitoring and coaching.
  • Familiarity with customer relationship management (CRM) software (preferably Salesforce).
  • Strong data analysis and reporting skills to drive actionable insights.
  • Ability to quickly adjust priorities to meet SLAs across all customer channels.
  • Effective team leadership, coaching, development, and decision-making skills.
  • Strong relationship-building with team, management, and stakeholders.
  • Knowledge of the Consumer Duty principles, Treating Customers Fairly (TCF) and Anti Money Laundering/KYC regulations.
  • Ability to develop and implement strategies to minimize potential risks, such as improving processes or addressing common customer complaints proactively.

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