Customer Service Team Lead

Jaja Finance

Customer Service Team Lead leading a regulated customer service team at Jaja Finance. Focused on delivering good customer outcomes and embedding Consumer Duty in operations.

Posted 6/14/2026full-timeManchester • 🇬🇧 United KingdomSenior💰 £41,000 per yearWebsite

About the role

Key responsibilities & impact

Set clear, non-negotiable performance expectations and KPI targets aligned with team and business goals - and communicate them with confidence
Monitor team performance daily using real-time data and dashboards, tracking QA scores, hold time, ACW, schedule adherence, and customer sentiment
Deliver structured, frequent coaching - in the moment and in scheduled 1:1s - using evidence-based frameworks such as SBI
Conduct regular performance reviews with clear RAG status, written actions, and defined timelines for improvement
Recognise and reward high performance consistently; address underperformance directly, constructively, and without delay
Lead daily and weekly performance huddles that drive focus, accountability, and awareness of what good customer outcomes look like.

Requirements

What you’ll need

Proven track record leading high-performing customer servicing teams in a regulated financial services or fintech environment
Demonstrable understanding of Consumer Duty and the FCA’s expectations around good customer outcomes - and how to embed these in day-to-day team leadership
Experience identifying and managing vulnerable customer interactions, including coaching agents to respond appropriately and consistently
Strong working knowledge of contact centre KPIs including QA, hold time, ACW, schedule adherence, and abandonment rate and SLA’s - and how to move them
Skilled in performance coaching using structured frameworks with demonstrable improvement outcomes
Experienced in multi-channel servicing - voice and messaging - with the ability to coach effectively across both
Comfortable analysing performance data and translating insight into targeted action
Resilient and direct: able to manage change, maintain standards under pressure, and lead through ambiguity
Excellent communication skills - clear, consistent, and credible with agents, peers, and senior stakeholders.

Benefits

Comp & perks

Competitive salary
Pension contributions, including Salary Exchange facility
Annual bonus potential
Private medical cover provided by Vitality (optional benefit)
25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days)
Your birthday off each year as an additional day's holiday
4x life insurance cover
Access to our confidential Employee assistance programme

ATS Keywords

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Hard Skills & Tools

performance coachingKPI managementdata analysiscontact centre KPIsConsumer DutyFCA compliancemulti-channel servicingcustomer sentiment analysisevidence-based frameworksstructured performance reviews

Soft Skills

leadershipcommunicationresilienceaccountabilitycoachingconstructive feedbackchange managementteam motivationconflict resolutionadaptability