Job title: Customer Service Team Lead Company: Financial services firm (confidential) Location: City of London  Salary: £40,000 + benefits Contract: Permanent, full-time Team: Small customer service team, growing with the business About 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 example Own escalations and complex cases through to resolution, in line with FCA complaints (DISP) rules Manage daily queues and workloads so service levels are met Lead, coach and develop a small team, including 1:1s, quality checks and recruitment as it grows Design and document customer service processes and procedures from the ground up Set service standards, SLAs and KPIs, and produce MI for the leadership team Embed Consumer Duty and vulnerable customer requirements into everyday practice, working with Compliance Help select and improve service tools, using customer feedback to fix issues at source About you Essential Customer service experience in financial services Experience leading or supervising a team A track record of setting up or improving processes Genuinely hands-on and happy to work the queue alongside the team Working knowledge of FCA complaints handling and Consumer Duty Comfortable with data, KPIs and MI Desirable Start-up, scale-up or fintech experience CRM or ticketing tools such as Zendesk, Intercom or Salesforce What's on offer £40,000 + benefits Real ownership: build the service function your way Direct access to the leadership team Scope to grow the role and team as the business scales How to apply This role is being managed by Vivo Talent. For a confidential conversation, contact Jordan at (url removed) or on (phone number removed)