Customer Experience Team Lead

Verified employerFull-timeOn-siteCloses 21 Nov

Half-Way Tree, St. AndrewPosted 26 Oct 2026Last confirmed active 27 Oct 2026

About the role

Harbour View Credit Union is looking for a team lead to guide our member-service team through busy months and quiet ones. You will be the first escalation point for members, and you will help your colleagues grow.

Lead a team of 9 member-service representatives across two branches
Coach agents on call quality, using weekly one-to-ones and shadowing
Resolve escalated member complaints within the credit union’s service standards
Build the daily roster and report weekly service levels to the Branch Manager

Requirements

Must haveAll are needed to apply

2+ years supervising a teamCustomer service or contact centre
Able to work 2 weekends a monthRotating roster

Nice to haveNot required

Customer Service NVQ-J Level 3or City & Guilds equivalent
Spanish conversationalHelpful for tourism-sector members
Experience with core banking softwareTraining provided

Skills: team leadership, coaching, complaint handling

CSEC subjects & grades

Subject	Need	Grade
English A	Required	Grade II or better
Mathematics	Required	Grade III or better
Principles of Business	Preferred	Grade III or better

Grades follow the CSEC scale (Grade I best). How CSEC grades work. Equivalent City & Guilds or HEART/NSTA NVQ-J qualifications may be accepted where the employer notes it.

Pay, hours & location

Pay: Not disclosed — the employer hasn't shared it
Hours: Mon–Fri 8:30–4:30 + 2 Saturdays a month
Pattern: Full-time · Standard hours · On-site
Benefits: Group health & pension, Staff loan rates
Where: Half-Way Tree, St. Andrew
Openings: 1
Accessibility: Ground-floor branch with step-free entrance and an accessible counter.