Location: EDINBURGH, MIDLOTHIAN, United Kingdom

Join the UKs fastest growing digital bank and help shape the future of customer service. As a Customer Services Team Manager, youll 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 youre passionate about people and customer experience, this is your opportunity to make a real impact. Be part of a team thats 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

#ICBCareer

#ChaseUKCustomerServices

Lead, coach, and inspire a high-performing customer service team to deliver outstanding experiences in a fast-paced environment