Job Description

JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY SERVE.

Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.

Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.

Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!

BANKING FRAUD, CUSTOMER SERVICE TEAM LEADER

We currently have an exciting opportunity for

Customer Service Team Leader

working within either of our fast paced Banking campaign working from our Glasgow City Centre Office.

As a

Customer Service Team Leader

, you will act as the glue that holds the team together, providing guidance, support and motivation to the team to reach effective customer satisfaction.

Start Date:

August 2025

Location:

Glasgow City Centre Office

Job Type:

Full-time, Permanent

Hours:

37.5 hours per week
Shift rotation: Monday - Sunday on a rotation between 1pm - 9.30pm
1 in every 3 weekends off

Salary:

31,000 + Performance Bonus

Role Requirements

Ideally you will have a minimum of 12-18 month's experience managing a customer service/financial services campaign within a contact centre environment A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential. Ability to demonstrate a high degree of customer service awareness. Experienced coach and developer for advisers leading from the front in demonstrating what good looks like Ability to train and develop staff

Key Responsibilities:

Creating a sense of urgency within the team by building an energetic and engaging culture. Understand and buy into the overall aims and objectives of the company and provide clear communications to your team. Ability to interpret data, spot trends and put in place action plans to remedy short falls. Developing team members in line with their personal development plans and performance reviews - utilising call recording sessions, internal training and one to one sessions. Ensuring full adherence to regulatory requirements. Learning, retaining knowledge and coaching staff on detailed knowledge. Presenting new processes to staff ensuring all advisors are fully trained.

Benefits

Comprehensive Training with experienced Trainers Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances Health Cash Plan - helping you claim back the cost of everyday healthcare 'Perks at work' staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more... Colleague Recognition Scheme - Become a Huntswood Hero! Regular colleague engagement activities where you could earn additional incentive Access to an online Well-being centre that has a variety of tools to nurture your overall health Free Fruit, Tea, Coffee & Hot Chocolate on site Discounted Premium City Centre Parking Refer a friend scheme (earn 1000 for each person you refer) Mentorship program to grow and develop within the company
In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will

only ask for contact details via email when first contacting you and

not any other personal details.

To help you stay safe in your job search Huntswood will

only ask for contact details via email when first contacting you and

not any other personal details.

Equal Opportunities Statement

Huntswood, A Results-CX company, is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

Disability Confident Commitment

As users of the Disability Confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.

Job Types: Full-time, Permanent

Pay: 31,000.00 per year

Benefits:

Casual dress Company events Company pension Employee mentoring programme Health & wellbeing programme On-site parking Referral programme Store discount Transport links
Ability to commute/relocate:

Glasgow G1 2RX: reliably commute or plan to relocate before starting work (required)
Experience:

Team Leader: 2 years (required) Contact Centre: 1 year (required) Financial Services: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person