Team Leader, Customer Care

Neilson Financial Services; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading financial service provider in Toronto is seeking a Team Leader, Customer Care to lead a team in delivering exceptional service. You will manage team performance, ensuring alignment with company values and KPIs while fostering a high-energy environment. Candidates should have leadership experience and strong communication skills. This role offers a dynamic work environment focused on achieving customer satisfaction.

Qualifications

• Proven experience leading and managing teams to deliver outstanding customer service.
• Strong ability to enhance team performance through guidance, coaching, and development.
• Understanding of operational guidelines within a regulated call center environment.
• Exceptional written and verbal communication skills.

Responsibilities

• Lead team performance through regular 1:1 meetings and coaching.
• Monitor and manage team KPIs, providing performance reports.
• Address escalated complaints and provide solutions.
• Foster a high-energy, results-driven environment.

Skills

Team leadership

Customer service

Problem-solving

Communication skills

Performance analysis

Tools

Microsoft Office

Job description

Join to apply for the Team Leader, Customer Care role at Neilson Financial Services.

At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options.

Neilson is a leading provider of innovative, simple, and great-value direct life insurance products. You may have come across some of our brands such as Cover Direct and Seniors Choice.

We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia, in addition to our UK operations based in Windsor, Ashford, and Hull.

If you’d like to find out more about life at Neilson, check out the video below.

Job Description

The Team Leader, Customer Care, reporting to the Head of Customer Care, Canada, will be responsible for leading their team to deliver exceptional service. This role requires a proven leader with strong people management skills and extensive experience in overseeing service teams. The ideal candidate will thrive in a hands-on, creative, and solution-oriented environment, with a clear focus on achieving key business KPIs.

The role demands a confident and decisive leader who takes initiative while staying aligned with both business goals and partner objectives. The Team Leader, Customer Care will guide and authorize actions taken by the service team, ensuring optimal customer support and upholding Neilson’s high service standards. A proactive, pragmatic approach is essential to effectively serve the department and maintain the excellence that Neilson is known for.

Duties and Responsibilities :

• Lead team performance through regular 1:1 meetings, coaching, and improvement plans.
• Coordinate with Learning and Development for agent inductions and ongoing training.
• Monitor and manage team KPIs, providing performance reports to the Group General Manager – Customer Care.
• Ensure team behavior aligns with company values, compliance standards, and HR policies.
• Conduct weekly call calibrations, coaching sessions, and quality checks.
• Oversee leave requests, attendance, and conduct Return to Work meetings.
• Address escalated complaints following the company’s complaints process and provide solutions.
• Foster a high-energy, results-driven environment by mentoring and motivating the team.
• Manage team queries regarding products and processes, ensuring continuous knowledge development.
• Track and report team performance, identifying trends and areas for improvement.
• Handle rota management, eLearning completion, and team-building activities.

Qualifications

• Proven experience leading and managing teams to deliver outstanding customer service.
• Strong ability to enhance team performance through guidance, coaching, and development.
• Understanding of operational guidelines, preferably within a regulated call center environment (e.g., scripting, compliance, processes).
• Hands-on leadership experience with effective team management skills.
• Exceptional written and verbal communication skills.
• Ability to analyze business metrics and deliver results against KPIs.
• Solution-focused with proactive problem-solving skills.
• Life insurance industry experience is preferred but not essential.
• Proficiency in Microsoft Office (intermediate/advanced).

What You Bring to the Table :

• Demonstrates Neilson values in behavior and decision-making.
• Strong leadership qualities to drive team performance and motivation.
• Excellent communication and presentation skills.
• Detail-oriented with high service standards.
• Innovative, proactive, and passionate about excellence.
• High energy, enthusiasm, and a dynamic approach.
• Adaptable and flexible in a fast-paced environment.
• Strong organizational skills and ability to prioritize.
• Natural leader with coaching and mentoring skills.
• Professional demeanor with a positive attitude.

Additional Information

If you are passionate about making a difference, thrive in a fast-paced, entrepreneurial environment, and want to be part of a high-performing team, we would love to hear from you!

Accessibility for Job Applicants :

We strive to make our application process accessible to all, including those with disabilities. If you require accommodations at any stage, please contact our Human Resources department. We will work with you to provide suitable support.

Equal Opportunity Employer :

Neilson Financial Services is committed to diversity and inclusion. We welcome applications from candidates of all backgrounds and abilities.