Team Lead - Customer Service

The role

The Team Lead - Customer Service is a vital role within the Blenheim Chalcot portfolio and Salary Finance. As a Team Lead in Customer Service at Salary Finance, you will play a pivotal role in driving the day-to-day operations of our customer-facing support team. You will be responsible for overseeing a team of Customer Service Specialists, ensuring exceptional service delivery across live chat and email channels. This includes real-time performance monitoring, coaching, process compliance, and contributing to strategic improvements. Must be comfortable working in alignment with UK time zones and should be open to a full-time office-based role (5 days a week)

You will act as a key liaison between the frontline team and senior management, ensuring performance goals, quality standards, and customer satisfaction targets are consistently met.

Key Responsibilities:

• Supervise a team of 10-15 Customer Service Associates managing chat and email support for UK-based customers.
• Monitor relevant queues and ensure fair and even task distribution within the team
• Monitor daily team performance against KPIs including CSAT, FCR, AHT, FRT, quality scores, and productivity.
• Provide regular coaching, feedback, and 1:1s to drive individual and team performance.
• Handle escalated customer queries, ensuring timely and effective resolution with a customer-first approach.
• Support new team member onboarding and conduct ongoing training on tools, processes, and compliance guidelines.
• Ensure adherence to SLAs, SOPs, and compliance policies (e.g., GDPR, AML etc).
• Collaborate with cross-functional teams (tech, product and collections) to address operational blockers and customer pain points.
• Analyze performance trends, identify process gaps, and propose data-backed improvements.
• Participate in hiring, workforce planning, and scheduling to ensure optimal staffing levels.
• Contribute to a positive and high-performance team culture with a focus on accountability, growth, and service excellence.
• Ensure that internal reports and documentation are accurate and updated regularly.

About you

The ideal candidate will have a track-record in delivering results in a fast-moving business and hence be comfortable with change and uncertainty. Excellent stakeholder management experience is essential to being successful in this role.

Technical and or professional experience required to be successful in the role:

• 4+ years of experience in customer service, with at least 2 years in a team lead or supervisory role.
• Proven track record of managing teams in a blended process (live chat & email).
• Strong understanding of customer service metrics and the ability to use data for performance management.
• Strong attention to detail and ability to multitask in a high-volume, SLA-driven environment
• Excellent communication and interpersonal skills – able to inspire and influence.
• Problem-solving mindset with a focus on customer satisfaction and continuous improvement.
• Skilled in managing internal team conflicts through open communication, active listening, and fair resolution to maintain team harmony and productivity
• Proficient in Google Sheets, Excel, and CRM systems.
• Ability to remain calm and professional in high-pressure situations.
• Knowledge of data protection laws (e.g., GDPR), TCF, and other relevant compliance frameworks.
• Bachelor’s degree preferred.

About Blenheim Chalcot

Blenheim Chalcot is one of the leading venture builders in the world. We have been building exciting and disruptive businesses for over 26 years across sectors including FinTech, EdTech, GovTech, Media, Sport, Charity and more. These companies are all GenAI enabled and are some of the most innovative companies in the UK and increasingly around the world.

The BC team in India has been instrumental to the growth and success of Blenheim Chalcot. Established in 2014, Blenheim Chalcot India serves as a pivotal launchpad for those aiming to make a difference in the realm of innovation and entrepreneurship.

Blenheim Chalcot India is driven by a mission to empower visionaries to lead, innovate, and build disruptive solutions. We support our diverse portfolio of ventures and create impactful solutions that shape global trends. We provide a range of services to help new business get off the ground, including technology, growth (marketing and sales), talent, HR, finance, legal and tax, plus so much more!

One of our FinTech ventures, Salary Finance, is scaling fast and we’re looking to hire high energy, motivated and curious talent to support them on that journey!

About Salary Finance

At Salary Finance, we recognize how deeply finances influence our overall well-being, including health, happiness, home life, and work life. We partner with employers to offer benefits designed to improve employees' lives by enhancing their financial stability. Our services include straightforward savings options, access to earned salary, and affordable loans, all complemented by engaging financial education to boost financial wellness.

Driven by a strong social purpose, we use technology and innovation, supported by employers, to reduce stress and increase productivity and happiness for millions of people. We're seeking passionate individuals ready to make a meaningful impact. If you want to be part of a collaborative, entrepreneurial team dedicated to transforming lives for the better, we’d love to hear from you.

What we can offer you

• Be part of the World’s Leading Digital Venture Builder
• Have the opportunity to be a part of and learn from the incredible diverse talent in BC
• Be exposed to the right mix of challenges, within a culture that promotes continuous learning and development and opportunity to work with Gen AI
• A fun and open, if a little cricket obsessed, atmosphere – we own the Rajasthan Royals IPL team!
• 24 days of annual leave &10 public holiday days
• Private Medical for you and your immediate family & Life Insurance for yourself

Important

At Blenheim Chalcot, we strive to create an environment where differences are not only accepted but greatly valued; where everyone can make the most of their capabilities and potential. We promote meritocracy, competence and the sharing of ideas and opinions. We are driven by data and believe the diversity, agility, generosity, and curiosity of our people is what sets us apart as an organization. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talent.