Customer Ops Leader - Quality & Service (Hybrid)

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

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.