Social Media Customer Service Team Lead

About the role

About the opportunity

We are looking for an experienced and people-focused Social Media Customer Support Team Lead to join our Customer Service organisation. In this role, you will lead a team of Customer Service Senior Specialists responsible for delivering exceptional customer support across our social media channels, ensuring every customer interaction reflects our commitment to providing a seamless, customer-first banking experience.

As a Team Lead, you will play a key role in driving operational excellence, maintaining high service standards, and fostering a culture of accountability, collaboration, and continuous improvement. You will be responsible for managing team performance, supporting employee development, and ensuring customer enquiries and complex cases are handled with empathy, efficiency, and professionalism.

Working closely with cross-functional stakeholders, including Quality, Training, Operations, Product, Compliance, and Risk teams, you will help translate customer feedback into meaningful insights that improve both the customer experience and our