Customer Experience Team Lead

Team Leadership

Directly manage and develop customer experience consultants

Set performance expectations, conduct regular reviews, and manage capability development

Create shift patterns and resource allocation to optimize service coverage

Monitor team performance against productivity (e.g. 6+ interactions/hour) quality (80%+ CSAT) and other customer service metrics.

Provide coaching, feedback, and performance improvement support

Operational Excellence

Serve as final escalation point for complex customer disputes and complaints

Make autonomous decisions on resolutions, refunds, and policy exceptions within defined authority

Develop and refine service standards and procedures

Maintain quality assurance processes and conduct case reviews

Coordinate with other service teams to optimize escalation pathways

Report performance metrics and insights to senior leadership

Strategic Collaboration

Partner with commercial teams across regions to align service delivery with business objectives

Contribute to product development and platform enhancement initiatives

Represent customer voice in strategic discussions and process improvements

Lead cross-functional projects related to customer experience enhancement

Maintain regulatory compliance and ensure adherence to applicable regulatory requirements

Service Delivery

Serve as final escalation point for the most complex customer cases requiring senior intervention

Provide specialist guidance on sophisticated trading strategies and complex products when team requires support

Oversee vulnerable customer interactions and ensure enhanced care protocols are followed

Maintain reduced personal caseload to prioritize team management and strategic responsibilities

Core Competencies

Leadership and Development

Proven ability to motivate and develop high-performing teams

Strong coaching and mentoring capabilities

Performance management experience including difficult conversations

Change management and process improvement leadership

Customer and Operational Excellence

Exceptional customer service standards and complaint resolution skills

Process optimization and quality management experience

Stakeholder management across multiple internal and external parties

Crisis management and escalation handling expertise

Technical and Commercial Acumen

Deep understanding of financial markets, trading products, and regulations

Strong analytical skills with ability to interpret complex trading scenarios

Commercial awareness and alignment with business objectives

Risk management and decision-making authority

5+ years customer service experience with minimum 2 years team leadership

Extensive client-facing experience managing complex, high-value customer relationships

Experience managing remote or international team members

Proven track record managing performance in target-driven environments

Demonstrated success in complaint resolution and dispute management

Strong understanding of consumer rights and financial regulations across multiple jurisdictions

Fluency in English (written and verbal)

Flexible for rotational shifts and week-offs

Desirable

Experience with complex financial products or similar regulated industries

Knowledge of Intercom, Genesys, or similar customer service platforms

Degree-level education (finance, business, or related field preferred).

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

Lead and Inspire: Drives trust, alignment, and enthusiasm

Think Big: Focus on the problems that most impact commercial outcomes

Champion the client: Understand and prioritise client's needs

Deliver at pace: Push for fast, sustainable growth;

Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here .