Customer Contact Pod Leader

1 day ago


Manchester, United Kingdom TLT LLP Full time

Your Role As a Customer Contact Centre Pod Leader, you will lead a pod of specialist frontline advisors providing customer contact services to clients in the mortgage enforcement and secured lending space. You’ll act as both a team leader and second-line resolution specialist ensuring that your pod delivers exceptional customer outcomes, meets operational KPIs, and adheres to FCA and client conduct standards. Your role is to empower your team to resolve customer issues at first contact wherever possible, act as the escalation gatekeeper for complex or vulnerable cases and continuously uplift the pod’s technical capability and confidence. You’ll be a credible, visible leader, coaching and developing your team, communicating effectively, monitoring risk and quality, and collaborating directly with clients and internal stakeholders. You will ensure that service, internal standards, compliance, and empathy are delivered in equal measure. You’ll also work closely with other Pod Leaders across product lines to share best practice, ensure consistency, and contribute to the wider Contact Centre strategy. Key Responsibilities Provide #J-18808-Ljbffr



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