Central Services Team Leader

Isio; Croydon; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading company in Croydon is seeking a Central Services Team Leader to support administration teams in delivering services. The role involves managing a team, ensuring high standards in pension administration, and fostering team development. Ideal candidates will have strong leadership and customer service skills, with experience in a similar environment. The position offers competitive salary and benefits, including study support for professional qualifications.

Benefits

Competitive salary

Market leading bonus scheme

Study support for professional qualifications

Development and training opportunities

Friendly and supportive team

Qualifications

• Experience in a customer focused administration environment.
• Experience of managing others.

Responsibilities

• Manage first line call support for dedicated scheme helplines.
• Performance management and development of Central Team administrators.
• Ensure compliance with scheme rules and internal standards.

Skills

Leadership

Customer Service

Communication

Problem Solving

Interpersonal Skills

Education

GCSE English

GCSE Mathematics

Tools

MS Office

Job description

Central Services Team Leader

This role is specifically intended to support the administration teams in delivering BAU services. You will be supporting the Central Team Manager in managing and developing a team who offer first-line in-bound call support and complete all non-technical pension administration work. The team also process incoming digital and physical correspondence across 5 administration offices. You will be responsible for ensuring processes are followed and work is completed to the highest standards.

The role involves dealing with confidential information therefore a high level of discretion and professionalism is essential. You must also be able to work well under pressure during busy periods when the volume of cases and in-bound calls can increase substantially. Alongside the Central Team Manager, you will be responsible for supporting the growth of the Central Team and the personal development of the team members so that they achieve both individual and team targets. You will actively encourage their learning and development and take a lead role in day-to-day performance management.

The ideal candidate will already be working in a similar role in a customer focused environment They should possess strong leadership and excellent customer service and communication skills. They should be team orientated with good interpersonal skills and a logical approach to problem solving. They must also be flexible with the ability to effectively prioritise their own workload and that of others.

This role is based full time in our Croydon office, just opposite East Croydon train station.

What does the role entail?

• Manage the provision of first line call support for dedicated scheme helplines, freephone and general lines.
• Allocate, process and review high volumes of a range of member events ensuring they comply with scheme rules, legislation and internal standards.
• Prioritise you and your team’s work to ensure delivery of member events to a high standard and in accordance with client Service Level Agreements.
• Performance management, supervision, training and development of Central Team administrators.
• Maintain a culture which reflects Isio’s values and puts the member at the heart of all activities.
• Attending internal and external meetings to provide support and guidance on operational related administration issues.
• Keeping up to date with procedural, technical, scheme and operational changes.
• Supporting and covering the operational teams where necessary.
• Supporting the Central Team Manager.

What we’re looking for

Essential

• Experience in a customer focussed administration environment.
• GCSE English and mathematics, or equivalent (A-C).
• Excellent numeracy and literacy skills.
• Excellent MS office skills.
• Experience of managing others.

Desirable

• Contact or call centre team management experience.
• Experience in a third-party pensions administration environment.

What you can expect in return

• A competitive salary and market leading bonus scheme with stretch targets for high performance
• Study support to help you achieve professional qualifications, with salary increases for exam passes
• Development and training opportunities to support your career ambitions throughout your time with us
• A friendly, and supportive team who will help you to deliver your best work

You can find out more about us and the benefits we offer here Isio – Careers & Benefits

What’s next?

Click on the ‘apply’ and follow the simple application process on-line.

At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.

We have offices across the UK and many of our roles offer a hybrid, flexible approach to work to help create a work-life balance that works for you. Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates. If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please email [e-mail]