Job title: Customer Service Team LeadCompany: Financial services firm (confidential)Location: City of London Salary: £40,000 + benefitsContract: Permanent, full-timeTeam: Small customer service team, growing with the businessAbout the company Our client is an ambitious, small financial services business in the City, building a customer-first proposition where service is a genuine point of difference.The role A player-coach role for someone equally comfortable working the front line and building the processes, standards and reporting that let service scale.Key responsibilities Handle customer enquiries and complaints across phone, email and chat, leading by exampleOwn escalations and complex cases through to resolution, in line with FCA complaints (DISP) rulesManage daily queues and workloads so service levels are metLead, coach and develop a small team, including 1:1s, quality checks and recruitment as it growsDesign and document customer service processes and procedures from the ground upSet service standards, SLAs and KPIs, and produce MI for the leadership teamEmbed Consumer Duty and vulnerable customer requirements into everyday practice, working with ComplianceHelp select and improve service tools, using customer feedback to fix issues at source About you Essential Customer service experience in financial servicesExperience leading or supervising a teamA track record of setting up or improving processesGenuinely hands-on and happy to work the queue alongside the ..... full job details .....