https://jobs.co.uk/job/customer-service-lead-vivo-talent--5c38860e-d86a-4663-9045-864d982ac459 RSS feed for Customer Service Lead at Vivo Talent. en-gb Wed, 28 Oct 2026 00:31:42 GMT https://jobs.co.uk/job/customer-service-lead-vivo-talent--5c38860e-d86a-4663-9045-864d982ac459 https://jobs.co.uk/job/customer-service-lead-vivo-talent--5c38860e-d86a-4663-9045-864d982ac459 Tue, 27 Oct 2026 00:00:00 GMT Location: City of London | Salary: £40000/annum Benefits | Type: Permanent | 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, wo... Permanent