Financial Support Senior Team Lead - 12 Month FTC - Chatham

The Senior Team Lead plays a pivotal operational role in supporting the Operations Manager to ensure the effective and efficient delivery across frontline operations. You will lead, develop, and enable a team of senior agents and SMEs to deliver consistently high-quality outcomes, while driving the implementation of process improvements, championing data-led decision-making, and supporting a culture of learning and operational excellence. Working closely with your manager and colleagues, you will contribute to an evolving operation that balances efficiency with empathetic, fair, and tailored customer service.

Key Responsibilities:

Lead Your Team & Drive Performance

• Lead and develop a team of senior agents and SMEs, fostering a culture of learning and high performance.

• Champion a data-led approach, using metrics and customer feedback to improve quality and satisfaction.

• Identify opportunities for upskilling and cross-training to meet evolving business needs.

• Set clear objectives for your team, linking them directly to our goal of providing exceptional service.

Improve Our Operations

• Support the Operations Manager by implementing process and workflow improvements.

• Identify and remove inefficiencies to make our customer support more seamless and impactful.

• Feed frontline insights into leadership decisions, ensuring they are grounded in real customer and agent experience.

• Test and refine new processes, using data and feedback to ensure they deliver measurable benefits.

Manage Risk & Ensure Compliance

• Act as a point of escalation for operational and customer risk issues, making quick and fair decisions.

• Uphold robust risk management and regulatory standards in your team's day-to-day work.

• Promote a culture of accountability and high ethical standards.

Collaborate and Communicate

• Liaise with cross-functional teams like Tech, Risk, and Compliance to deliver seamless, compliant support.

• Ensure new initiatives and regulatory requirements are well-understood and embedded within your team.

• Prepare and present insights to the leadership team on performance, efficiency, and improvement opportunities.

About you

Experience & Skills

• Proven experience managing and coaching teams in a customer operations or similar environment.

• A track record of delivering process improvements and operational efficiencies.

• Confident using data and dashboards to manage and develop individuals and teams.

• Skilled at resolving escalations and making quick, fair decisions under pressure.

• Comfortable with change, able to translate new requirements into actionable steps.

• An effective communicator who can influence and collaborate across teams.

• Good knowledge of regulatory and compliance frameworks in financial support.

Behaviours & Approach

• Passionate about delivering great outcomes for vulnerable customers.

• Proactive and solutions-focused, always looking for ways to improve.

• A role model for operational excellence, teamwork, and integrity.

• A collaborative and supportive leader who empowers others to succeed.

• Values inclusion, customer-centricity, and ethical decision-making.