Customer Service Team Leader (12 month secondment/fixed term)
About The Position
The Customer Service Team Leader works within the Operations team to shape the service experience for members. The role involves inspiring, developing and supporting a team of customer-focused colleagues to achieve high performance, excellent service standards and positive customer outcomes. The successful candidate will foster an environment where colleagues can thrive, develop their skills and make a difference to members. The position is offered as an internal secondment for internal applicants and as a 12-month fixed-term contract for successful external candidates. Applicants interested in a Trainee Team Leader opportunity may also be considered.
Requirements
- Experience working within a customer service environment.
- Strong people, coaching and communication skills.
- Passion for delivering outstanding customer experiences.
- Ability to motivate, engage and develop others.
- Understanding of quality, compliance and risk management principles.
- Strong organisational skills and ability to prioritise effectively in a fast-paced environment.
- Proactive approach to problem-solving and continuous improvement.
Nice To Haves
- Customer service experience within financial services is preferred.
- Leadership potential and readiness to take the next career step for applicants interested in the Trainee Team Leader opportunity.
Responsibilities
- Lead, coach and motivate a team of Customer Service Assistants to deliver exceptional service and consistently positive customer outcomes.
- Create an engaging and supportive environment where colleagues feel empowered to develop and perform at their best.
- Monitor team performance, quality standards, KPIs and service levels, identifying opportunities for improvement and recognising success.
- Provide regular feedback, coaching and development to build capability and encourage continuous growth.
- Ensure adherence to internal procedures, regulatory requirements and risk controls.
- Support complaint resolution activities and promote a culture of learning and continuous improvement.
- Collaborate with colleagues across the business to enhance processes, improve efficiency and strengthen the customer journey.
- Champion a customer-first mindset, ensuring every interaction is professional, accurate and aligned to the organisation's values.
- Contribute to operational initiatives and help drive positive change across the team and wider business.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
