# Team Leader - UK Financial Customer Service (Quezon City) | Onsite

> Tasq Staffing Solutions, Inc. · Quezon City, Philippines · Full-time · Posted 2026-06-11

**Workplace:** on_site

**Department:** Philippines - Corporate

## Description

**Start Date:** ASAP

**Type of Support:** Voice

**Work Arrangement:** 100% Onsite (Quezon City)

**Nature of the Account:** UK Financial Customer Service

**Shift Schedule | Rest days:** Shifting schedules, UK time

**Educational Requirement:**

-   Graduate of Bachelor's Degree

**Work Experience:**

-   Minimum of 2 years of recent work experience in UK operations and team handling
-   At least 2 years as Team Lead experience under a financial (banking) account, with focus on mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas.
-   Sound Knowledge about banking domain and understanding of the process and bucket flows
-   Experience in collections team management and familiar with the data and reports pertaining to collections
-   Understanding of banking terminologies, guidelines and laws.
-   Excellent oral and written communication and listening skills 

**Responsibilities:**

-   **Team Performance & Productivity (KPIs):** Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.
-   **Quality Control & Compliance:** Monitoring call/chat quality, providing feedback, conducting root cause analysis (RCA) on errors, and ensuring adherence to compliance and security policies
-   **Agent Coaching & Development:** Conducting regular one-on-one sessions, training, mentoring, and developing action plans to improve underperformers.
-   **Operational Management & Shrinkage Control:** Managing daily attendance, break schedules, and login hours to minimize shrinkage and ensure optimal staffing levels.
-   **Employee Retention & Engagement:** Managing team morale, reducing attrition, resolving internal conflicts, and fostering a positive work environment.

## Apply

[Apply at Tasq Staffing Solutions, Inc.](https://apply.workable.com/tasq-work/j/327DF0A7A3/apply)

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