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Customer Service Team Leader

Department
Customer Service
Location
Bristol CEC, United Kingdom
Date Posted
20-07-2026
Outstanding opportunity for an experienced people leader to join our Bristol based fulfilment team, who provide support and capability to our broad range of customers.
  • Are you passionate about supporting others?
  • Do you have a positive outlook with strong stakeholder management skills?
  • Dedicated to ensuring speedy/ respectable turnaround and response times?
  • Committed to guiding a team who produce impressive levels of administrative support and customer interaction?
If this sounds like you, please read on you could be just what we need to complement our existing management team. Strong remuneration package inc. competitive basic salary, contributory pension, bonus potential, flexible working.
Key Purpose
  • Guide and manage a team to achieve all personal, team and business KPI’s and SLAs
  • Provide all team members with feedback and coaching to ensure individual capability, maximising personal and team performance
  • Ensure a consistent high level of quality service standards are provided to internal and external customers
  • Promote a culture of efficiency within the team, being able to improve current ways of working, propose and manage implementation of tangible business improvements.
  • Foster and promote an engaged team therefore minimising attrition and absence
  • Collaborate with other operational teams to proactively look for ways to reduce handoffs, costs and improve customer satisfaction.
  • Minimise business and regulatory risks through rigorous control checks
  • Effective management, clear communication and professional liaison with all 3rd party relationships
  • Support strategic change initiatives through to completion within your business area
Summary of Responsibilities
  • Responsible for the day to day resourcing and workflow management of a team ensuring productivity and SLA metrics achieved
  • Ensure all team members have documented SMART objectives, regularly review personal and team performance targets, outputs and behaviours providing timely feedback.
  • Track, monitor and deliver in line with the Quality framework to deliver good customer outcomes
  • Complete monthly performance reviews with all team members and implement performance improvement plans as and when required
  • Ensure robust training and succession plans are in place to develop, engage and retain successful team members
  • Ensure that all processes and procedures are version control documented, reviewed regularly and consistently adhered to
  • Provide operational and subject matter guidance for all team processes
  • Ensure the department achieves all relevant compliance and regulatory activities to deliver good customer outcomes.
  • Utilise daily, weekly and monthly reporting for all required team metrics, to enable ownership and delivery of team performance.
  • Timely escalation of any issues on policy, procedures or finding resolutions to an Operations Manager
Skills & Experience
  • Proven experience in a previous supervisory role.
  • Experience of managing performance, formally or informally, with a focus on both results and behaviours
  • Excellent communication skills: written, verbal, report writing and presentations
  • Proven people management experience including feedback, coaching and performance management
  • Excellent time management, planning, organisational and delegation skills
  • High levels of professionalism and stakeholder management.
  • Broad knowledge of UK regulated and finance industry and commercial awareness
  • Problem solving capabilities
  • Good standard in IT literacy in particular Microsoft Office applications
  • Self-motivated with the ability to shape others.

What We Can Offer

Salary Range: £32,000-£38,000 (based on experience)

Rewards & Financial Benefits

Competitive pension scheme, Annual salary review and bonus scheme,

Give As You Earn (GAYE) scheme, Employee referral scheme (£1,000), GymFlex membership options, Cycle to Work scheme

Health & Wellbeing

Life Assurance, Health assessment options, Travel insurance, Dental insurance, Critical illness cover, Personal accident insurance.

Time Off & Work–Life Balance

25 days’ annual leave + an additional Celebration Day, 37.5 hour week, Monday to Friday, no weekends, Holiday buy & sell scheme, Volunteer days , Time allocated for personal development, Study support (where applicable).

Workplace & On‑Site Facilities

Free parking (Limited), EV charging points, Bike storage & shower facilities, Complimentary breakfast, Staff and social events

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!