Customer Service Team Lead

4 weeks ago


Glasgow, Glasgow City, United Kingdom Anderson Knight Full time

We are seeking a seasoned Customer Service Team Lead to join Anderson Knight in the financial services sector. The ideal candidate will have a strong background in team leadership and customer service, with the ability to maintain excellent service standards and ensure regulatory compliance.

Key Responsibilities:
  • Team Leadership: Lead, mentor, and manage a team of customer service representatives, providing guidance and support to help them meet and exceed performance targets.
  • Customer Engagement: Oversee customer interactions, ensuring service delivery is prompt, professional, and in line with company policies and customer expectations.
  • Process Improvement: Analyze service trends and patterns, offering feedback and suggestions to enhance processes, improving customer satisfaction and operational efficiency.
  • Performance Management: Regularly monitor team performance, conduct reviews, and implement development plans to drive continuous improvement and skill development.
  • Compliance and Reporting: Ensure all customer interactions comply with financial regulations and company policies. Maintain accurate records and produce reports on service performance and trends.
  • Stakeholder Engagement: Work closely with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration across teams.
  • Training and Development: Organize and deliver training sessions to enhance team skills and knowledge.


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