Customer Service People Lead

Locations 4-5 Lochside View, Edinburgh, City of Edinburgh, EH12 9DH, GB

• Job Schedule Full time

Job Description

Join the UK’s fastest growing digital bank and help shape the future of customer service. As a Customer Services Team Manager, you’ll empower your team to deliver award-winning experiences that customers genuinely love. We invest in our people, value your leadership, and offer a culture where great service and great careers grow together. If you’re passionate about people and customer experience, this is your opportunity to make a real impact. Be part of a team that’s redefining banking for the better.

Job summary:
As a Customer Services Team Manager in our Customer Service team, you lead, coach, and inspire a group of Customer Service Specialists across a range of banking products. You help us build a high-performing, engaged, and customer-centric team in a fast-paced, multi-channel environment. Together, we deliver brilliant service, support change, and drive continuous improvement. This role gives you the chance to develop people, shape customer experiences, and grow your leadership career.

Job responsibilities:

• Lead and motivate a team of Customer Service Specialists to deliver outstanding customer experiences
• Coach individuals to improve capability, confidence, and performance
• Conduct quality checks and provide clear, constructive feedback
• Invest in ongoing team development through regular 1:1s and coaching sessions
• Build an engaged, inclusive, and customer-centric team culture
• Manage performance using data, insight, and behavioural observations
• Support and communicate change positively within your team
• Collaborate with fellow Team Managers to share best practice
• Drive continuous improvement across customer service operations
• Ensure compliance with regulatory and risk expectations
• Champion wellbeing and development planning for your team

Required qualifications, capabilities, and skills:

• Proven leadership experience in a customer service or contact centre environment
• Demonstrable experience managing performance, quality, and customer outcomes
• Strong background in coaching and developing individuals
• Confident communicator with the ability to deliver change empathetically
• Comfortable operating in a fast-paced, multi-channel environment
• Passionate about investing in people and building strong teams
• Data aware, able to turn insight into meaningful action
• Collaborative team player
• Resilient, adaptable, and positive in the face of change
• Customer-focused mindset
• Experience conducting quality checks and providing feedback

Preferred qualifications, capabilities, and skills:

• Experience within financial services or a regulated environment
• Experience leading teams through periods of growth or transformation
• Advanced coaching or mentoring certification
• Strong analytical and process improvement skills
• Experience supporting wellbeing and development planning
• Knowledge of regulatory and compliance requirements
• Track record of driving continuous improvement

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit ourFAQs for more information about requesting an accommodation.

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

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