Full job descriptionCustomer Onboarding Team Leader
Location: Sale, Manchester
Salary: £40k-£50k


The Role


Responsibilities:


*Coordinate the day-to-day team activities, overseeing workflow queues, prioritisation and case allocation to ensure timely, high-quality and compliant customer outcomes
*Monitor performance using MI, identifying risks, backlogs or deviations and taking prompt corrective action to maintain service standards
*Conduct regular quality assurance checks, ensuring adherence to processes, data accuracy and regulatory requirements, with clear feedback and coaching provided
*Maintain robust record-keeping standards across the team, ensuring all customer interactions and documentation are accurately captured and stored
*Provide hands-on operational support during peak periods to ensure continuity of service and delivery against SLAs
*Lead daily team huddles to review performance, set priorities and drive focus on key risks, issues and improvement opportunities
*Apply structured problem-solving to resolve operational issues at source, escalating where required and supporting consistent ways of working
*Drive continuous improvement by identifying trends (including complaints and MI), sharing insights and implementing enhancements to customer experience and processes
*Build strong relationships across the wider business, collaborating with stakeholders to share best practice and improve overall onboarding performance
*Lead, coach and develop a high-performing team, setting clear objectives, driving accountability and fostering an inclusive, engaged culture
*Manage performance, capability and development through regular feedback, training, succession planning and alignment to the Training & Competence framework
*Oversee recruitment, onboarding and employee relations in partnership with HR, ensuring a fair and consistent approach


WE WOULD LOVE TO HEAR FROM YOU IF HAVE:


*Prior experience working with customers, demonstrating high standards of service and providing excellent customer outcomes
*Effective leadership capability – people management, coaching & development, operational execution and change management
*Proven experience of working proactively and taking initiative
*Ability to work independently as well as collaborate with the team and wider business
*Highly numerate with analytical ability
*Excellent communication skills both written and verbal, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments
*Strong interpersonal skills, quick to develop and maintain relationship both internally and externally


IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:


*Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing role
*Previous knowledge and experience of the Asset Finance industry.
*Good knowledge of Microsoft Products
*Experience of lean management and applying operational excellence tools or techniques