Servaada - a Wipro Company
Customer Service Representative Team Lead
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Role: Customer Service Representative I Team Leader
Location: Norwich (Hybrid) Duration: Permanent
About Servaada, a Wipro Company
Servaada is a Wipro entity in the UK, authorised by the Financial Conduct Authority (FCA), the UK’s financial services regulator. We deliver regulated activities as an outsourced service provider for our clients.
About the Role
Servaada is seeking a Team Leader with experience in customer and client services. In this role, you’ll lead and develop a team of Customer Operations Representatives, ensuring high-quality service and customer experience by:
- Effectively managing the team and leveraging available resources, systems, and procedures for efficiency.
- Fostering a high level of engagement among your team and aligning individual goals with both business strategy and organisation-wide objectives.
- Clearly communicating performance expectations to drive high-performance outcomes.
- Supporting employees experiencing performance challenges and addressing sensitive staff concerns.
Key Responsibilities: This role requires a leader who excels at:
- Motivating and engaging teams with empathy and conflict-resolution skills.
- Demonstrating strong time management, knowing when to escalate issues, and guiding the team through change.
- Providing award-winning customer support within a team-focused culture that prioritises customer needs.
- Maintaining accuracy and accountability in a fast-paced, expanding environment.
- Encouraging teamwork to drive individual, departmental, and organisational success.
- Developing expertise in the financial services industry and sharing knowledge to enhance team performance.
- Continuously improving processes and personal development to advance career progression.
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Your Benefits
As a Team Leader, you’ll receive:
- A competitive salary, a generous benefits package, and training & development opportunities.
- A permanent role with opportunities to gain significant experience and make a meaningful impact.
- A dynamic team environment with clear growth pathways.
Essential Skills & Qualifications
- Previous experience as a Team Leader, Supervisor, or Manager in a Contact Centre.
- Familiarity with the financial services, banking, insurance, pensions, or regulated industry sector.
- Strong people management and coaching skills.
- Proven ability to manage performance and meet operational targets.
- Knowledge of FCA regulations and customer-focused regulatory requirements.
- Excellent communication, influencing, and stakeholder management skills.
- Experience handling customer complaints and escalated cases.
- Ability to interpret data and use management information (MI) to drive business decisions.
- Proficiency in Microsoft Office, particularly Excel and Outlook.
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Desirable Skills & Qualifications
- Experience in pensions, life and pensions, insurance, or wealth management.
- Understanding of Consumer Duty and vulnerable customer principles.
- Leadership or management qualifications.
- Institute of Financial Planning certification.
- Hybrid or remote team management experience.
- Willingness to learn new systems and technologies.
Personal Attributes
- Customer-focused with a passion for delivering excellent service.
- Strong leadership presence, capable of inspiring and guiding others.
- Resilient and adaptable in a fast-paced environment.
- Proactive and solution-oriented with strong decision-making skills.
- Highly organised with meticulous attention to detail.
- A collaborative team player committed to fostering a positive working culture.
- Dedicated to developing others and building a supportive team.
Application of Individual Conduct Rules
All team members must adhere to the Standard of conduct, which includes:
- Acting with integrity.
- Demonstrating skill, care, and diligence.
- Being open and cooperative with regulators like the FCA.
- Prioritising customer interests and treating them fairly.
- Complying with market conduct standards.
Equal Opportunities
Servaada is committed to diversity, equality, and inclusion. All applications are welcome.
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