Customer Operations Team Leader

Phoenix Group; Telford; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private medical cover

38 days annual leave

Excellent pension

Life assurance 12x salary

Career breaks

Income protection

Volunteering days

Job summary

Standard Life, a retirement specialist, is seeking a Customer Operations Team Leader for the Individual Annuities New Business & Servicing Team in Telford. The role combines coaching, quality oversight, and governance to drive customer outcomes while developing a high-performing team.

You will manage Quality Coaches and Operations Support, ensuring strong controls, risk management and continuous improvement in a hybrid work model with time split between home and office.

Qualifications

• Experience leading Quality, Controls or Operational Support teams.
• Experience overseeing QA frameworks, controls and governance.
• Track record identifying quality trends and improvement opportunities.
• Experience leading teams through regulatory or process change.

Responsibilities

• Lead and develop a team of Quality Coaches and Operations Support.
• Ensure delivery of quality assurance, controls and governance across the department.
• Identify risks and drive continuous improvement to strengthen customer outcomes.

Skills

Team leadership

Quality assurance

Governance

Change management

Analytical skills

Job description

Telford, England, United Kingdom (Hybrid)

Job Description

We’re looking for a Customer Operations Team Leader to join our EIA team. If you’re looking for a new challenge with an organisation committed to putting customers first, aiming high and working together, you’ll thrive here.

Job Type: Fixed Term Contract (12 months)

Location: This role will be based from our Telford office with time spent working from home and from the office.

Flexible working:All roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.You can read more about flexible working here.

Salary and benefits: From £28,800 depending on experience plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

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Who are we?

We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.

Life today is increasingly complicated, uncertain and unpredictable. People move through different careers, face unexpected moments and navigate important choices. We offer our colleagues flexibility, trust and benefits that work for whatever life brings. In return we expect curiosity, connection, accountability and high standards.We make room for what matters - so you can bring your best, every day.

The role

As a Team Leader within our Individual Annuities New Business & Servicing Team, you will lead and develop a team of Quality Coaches and Operations Support colleagues, ensuring the effective delivery of quality assurance, controls, and governance activities across the department. You will be responsible for maintaining a strong control environment, driving continuous improvement, identifying risks and trends, and supporting operational excellence through the effective use of people, systems, and processes.

You will foster a highly engaged and high-performing team by providing clear direction, coaching, and development opportunities. Ensuring colleagues understand their objectives and how they contribute to wider business goals, you will set clear performance expectations, manage capability and performance issues where required, and work collaboratively with stakeholders to improve customer outcomes and strengthen quality standards across the function.

What are we looking for?

• Experience leading, coaching and developing Quality, Controls or Operational Support teams to deliver high performance, continuous improvement, and positive customer outcomes.
• Experience overseeing quality assurance frameworks, controls, and governance activities, ensuring adherence to regulatory requirements, operational standards, and risk controls.
• A track record of identifying quality trends, control weaknesses, and improvement opportunities, implementing effective solutions to enhance customer outcomes and operational performance.
• Experience leading teams through organisational, regulatory, process, or business change, embedding new ways of working and maintaining colleague engagement.
• Strong analytical, stakeholder management, and influencing skills, with the ability to interpret quality and performance data, provide insight, and drive informed decision-making across operational teams.

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

We’re reviewing applications as they come in, so apply early to avoid missing out.

Find out more about working at Standard Life

• Locations Windsor House, Telford, Shropshire, TF3 4NB, GB (Hybrid)