Client Outreach Team Lead- Manchester

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Client Outreach Team Lead- Manchester

About The Role

FDM is a global business and technology consultancy seeking a Client Outreach Team Lead to work for our client within the finance sector. This is initially a 3 month contract with very good prospects to extend and will be a remote role with an initial in-person training period in Manchester.

Our client is seeking a Client Outreach Team Lead to oversee a team of specialists supporting their Automation and Digitisation Plan. This leadership role combines hands-on customer service expertise with team management responsibilities, ensuring high performance, operational excellence, and continuous improvement in client care processes.

Responsibilities:

Lead and motivate a team of Client Outreach Specialists to deliver exceptional customer service across multiple channels (chat, email, phone).
Act as an escalation point for complex customer inquiries and provide tailored resolutions.
Monitor team performance, set objectives, and provide coaching and feedback to drive quality and efficiency.
Collaborate with cross-functional teams to align customer care processes and implement improvements.
Identify operational risks and develop controls to maintain compliance and efficiency.
Prepare and present performance reports and insights to senior stakeholders.
Champion best practices and stay informed on industry trends to enhance team effectiveness.
Foster a positive team culture that supports collaboration, adaptability, and continuous improvement.

About You

Proven experience in team leadership within a customer service or contact centre environment.
Strong interpersonal and communication skills with the ability to influence and motivate.
Ability to manage performance, resolve conflicts, and develop team capability.
Excellent organisational and planning skills; able to work under pressure and make confident decisions.
Adaptability to change and commitment to driving process improvements.

Desirable:

Knowledge of Data Protection Act, FCA regulations, complaints procedures, and operational rigour.
Familiarity with electronic banking, cash management products, and MS Office tools.
Experience in reporting and presenting performance metrics to senior stakeholders.
Strong problem-solving skills and ability to implement solutions effectively.

About Us

We are a business and technology consultancy and one of the UK's leading employers, recruiting the brightest talent to become the innovators of tomorrow. We have centres across Europe, North America and Asia-Pacific, and a global workforce of over 3,500 Consultants. FDM has shown exponential growth throughout the years, firmly establishing itself as an award-winning employer and is listed on the FTSE4Good Index.

Diversity and Inclusion

FDM Group is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, provincial or local laws.

Why join us

Career coaching, mentoring and access to upskilling throughout your entire FDM career
Assignments with global companies and opportunities to work abroad
Opportunity to re-skill and up-skill into new areas, develop non-linear career paths and build a skillset within your field
Annual leave and work-place pension

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