Team Lead (Customer Service Unit)

Join our team as a Team Lead!

Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships. We at Luminor believe that anyone has the potential to achieve big things and encourage everyone to achieve them, professionally and personally. 

Whoever you are and whatever your role is, with Luminor, you will get a once-in-a-lifetime opportunity to build a local banking champion.

We are looking for a Customer Service Unit Team Lead who will be responsible for leading the daily operations of the Branches and Remote Onboarding (ONB) teams. The main purpose of the role is to ensure smooth daily operations, high-quality customer service, and achievement of the team’s sales, service, and quality targets.

This is a temporary position covering a maternity leave. As our business continues to evolve, new opportunities regularly emerge across the organization. While we cannot guarantee future roles, we always aim to support internal mobility whenever possible.

How You Will Make an Impact:

• Lead and coordinate the daily work of Branches and Remote Onboarding (ONB), setting clear priorities and ensuring effective workload and resource management

• Support the team in achieving sales, service, quality and performance targets

• Lead, coach and develop the team through clear expectations, regular feedback and development conversations, supporting strong performance, engagement and growth

• Guide and support employees in their daily work and take ownership of resolving more complex customer cases when needed

• Monitor operational performance and identify opportunities to improve efficiency, service quality and customer experience

• Ensure the team operates in line with relevant processes, procedures and risk requirements, proactively identifying and escalating operational and quality risks

• Cooperate closely with other CSU teams and stakeholders across the organization to ensure smooth operations and drive continuous improvement

What Makes You a Great Fit:

• Solid experience in customer service and sales, ideally in a fast-paced, customer-facing environment. Previous experience in banking or financial services considered an advantage

• Experience in leading, coaching, or coordinating people and helping them succeed in their daily work

• Confidence in setting priorities, making decisions, and taking ownership when things need to move forward

• Strong communication skills and the ability to work effectively across teams and with different stakeholders

• A practical, solution-focused mindset with a drive to improve performance and customer experience

• Ability to balance people, customer, and business needs while staying focused on results

• Comfortable taking responsibility, addressing challenges, and turning problems into actions

• Fluent English is required in spoken and written communication due to working on Pan-Baltic level 

Why You Will Love Working Here:

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)

• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun

• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored

• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more

• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes

• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year

• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed

• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life

• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc

• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor

• Gross salary. 3,140-4,000 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is the 23rd of November. We are looking for a candidate primarily already located within the Baltics. Please apply with your CV in English and PDF format!