Are you a finance or accounting professional with a passion for leadership?
Our client, a leading and well-established fintech company based in Poole, is seeking a Financial Customer Support Team Leader to join their dynamic and growing team. This is a fantastic opportunity to combine your financial expertise with your leadership skills, and make a real impact within an innovative company
As a Financial Customer Support Team Leader, you will oversee and guide a dedicated team of first and second-line support agents, helping clients streamline their financial processes and ensuring smooth daily operations. You will be pivotal in maintaining high levels of customer satisfaction, fostering team growth and driving operational excellence.
Key Responsibilities:
- Lead, mentor and develop the first and second line support teams to deliver exceptional customer service
- Ensure the timely resolution of support requests, in alignment with service level agreements (SLAs)
- Provide guidance to team members in resolving complex or escalated issues, taking ownership of critical escalations and working cross-functionally to resolve them swiftly
- Monitor and report on (KPIs) related to team performance and customer satisfaction
- Analyse team performance, customer feedback, and industry trends to identify areas for continuous improvement
- Conduct regular one-on-one meetings, performance reviews and develop personalised growth plans to enhance team members' skills and career progression.
Experience:
- A strong background in finance or accounting is essential to effectively support and understand the needs of customers
- Experience in customer support or helpdesk roles, ideally within a SaaS or software environment
- Demonstrated leadership abilities, with a successful track record of developing and motivating high-performing teams
- Technical proficiency with the ability to quickly learn and navigate complex software, while assisting others with troubleshooting
- Excellent communication skills, both verbal and written, with the ability to engage effectively with internal teams and customer
This is an excellent opportunity to grow in a fast-paced and supportive environment where your leadership and expertise will be recognised and valued. If you have a passion for driving excellence in customer support, apply now to make a significant impact in a thriving company.