Customer Onboarding Team Leader

Customer 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