Customer Service Team Leader (12 month secondment/fixed term)

Internal Secondment / External Fixed-Term Opportunity

We're excited to be recruiting for a Customer Service Team Leader within our Operations team. This is a fantastic opportunity for an experienced people leader, or an aspiring leader looking for their next step, to play a key role in shaping the service experience for our members.

For internal applicants, this role is being offered as a secondment opportunity. For successful external candidates, the position will be offered on a 12 month fixed-term contract.

As Customer Service Team Leader, you'll inspire, develop and support a team of customer-focused colleagues, driving high performance, excellent service standards and positive customer outcomes. You'll play a pivotal role in creating a culture where colleagues can thrive, develop their skills and make a real difference to our members.

What You'll Be Doing

• Leading, coaching and motivating a team of Customer Service Assistants to deliver exceptional service and consistently positive customer outcomes. • Creating an engaging and supportive environment where colleagues feel empowered to develop and perform at their best. • Monitoring team performance, quality standards, KPIs and service levels, identifying opportunities for improvement and recognising success. • Providing regular feedback, coaching and development to build capability and encourage continuous growth. • Ensuring adherence to internal procedures, regulatory requirements and risk controls. • Supporting complaint resolution activities and promoting a culture of learning and continuous improvement. • Working collaboratively with colleagues across the business to enhance processes, improve efficiency and strengthen the customer journey. • Championing a customer-first mindset, ensuring every interaction is professional, accurate and aligned to our values. • Contributing to operational initiatives and helping to drive positive change across the team and wider business.

What We're Looking For

We're looking for someone who is passionate about people, service and delivering great outcomes.

You'll ideally have:

• Experience of working within a customer service environment, preferably within financial services. • Strong people, coaching and communication skills. • A passion for delivering outstanding customer experiences. • The ability to motivate, engage and develop others. • An understanding of quality, compliance and risk management principles. • Strong organisational skills and the ability to prioritise effectively in a fast-paced environment. • A proactive approach to problem-solving and continuous improvement.