Customer Relationship Team Leader

The Portfolio Group; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading EAP and OH provider in the UK is seeking a Customer Service Team Leader in Manchester. You will be responsible for driving team performance, coaching Relationship Executives, and solving client retention challenges. This hands-on role requires proven leadership skills, a focus on performance excellence, and the ability to identify upsell opportunities. The organization offers competitive remuneration, supportive work culture, and opportunities for career advancement.

Benefits

25 days' holiday plus bank holidays

Cash health plan

Pension plan and life insurance

Private medical insurance after 5 years

Profit share scheme

Free on-site gym

Qualifications

• Proven team leadership experience in retention.
• High energy and strong coaching skills.
• Ability to motivate and engage team members.

Responsibilities

• Lead and develop your team of Relationship Executives.
• Set performance targets and conduct quality checks.
• Deliver bi-weekly 1-to-1s to support team performance.
• Identify training needs and help your team excel.
• Support client and broker meetings for retention and upselling.

Skills

Team leadership

Coaching

Communication

Problem-solving

Job description

Overview

Our client, an industry‑leading EAP and OH provider and Sunday Times "Best Places to Work" organisation, is looking for a Customer Service Team Leader to join their growing team. This is a hands‑on leadership role where you'll be instrumental to the success of the business. You'll drive retention performance across your team while personally engaging in high‑stakes client conversations, spotting upsell opportunities, and ensuring business KPIs are consistently exceeded. This isn't just about managing a team - it's about coaching, mentoring, and developing your people to deliver exceptional standards through a sales‑through‑service approach.

As a Customer Service Team Leader, you'll oversee the full performance cycle: setting clear targets, conducting regular quality checks and coaching sessions, delivering bi‑weekly 1‑to‑1s, and identifying training needs to help your team excel. With a strong focus on performance analysis and opportunity spotting, you'll drive efficiencies across the Relationship Executive team while supporting them to reach their full potential. This fast‑paced role requires someone who can balance strategic leadership with being in the thick of it – problem‑solving retention challenges, attending client and broker meetings, and championing upgrades and upsells throughout your portfolio. You'll collaborate across all stakeholders to deliver on ad‑hoc and project requests, ensuring clients receive outstanding support at every touchpoint.

This role would be ideal for someone with proven team leadership experience in retention who thrives on developing others while staying commercially focused. You'll bring high energy, strong coaching skills, and the ability to motivate your team to perform at their best. If you're a confident communicator who leads by example, drives results, and genuinely cares about your team's success, this is your opportunity to make a real impact with a market‑leading employer.

What you'll be doing

• Lead and develop your team – Monitor, mentor, and motivate your Relationship Executives to ensure they're supported and performing at their best.
• Set the standard – Establish clear performance targets and conduct 3‑5 weekly quality checks and coaching sessions per person on core processes.
• Drive performance excellence – Deliver bi‑weekly 1‑to‑1s to keep your team supported, informed, and on track with their portfolio performance.
• Coordinate development – Identify training needs and ensure your team has the skills and knowledge to excel in their roles.
• Be hands‑on when it counts – Support high‑priority client and broker meetings to discuss renewals, tackle retention challenges, and secure upsell opportunities.
• Champion collaboration – Provide leadership across all stakeholders, ensuring seamless coordination on ad‑hoc and project requests.
• Problem‑solve at pace – Successfully overcome client retention challenges with creativity and commercial insight.
• Spot and drive opportunities – Lead from the front in identifying and converting upgrade and upsell opportunities across the team's portfolio.
• Drive operational excellence – Implement efficiencies and improvements across the Relationship Executive team to elevate service standards.

The rewards

• 25 days' holiday plus bank holidays (increasing after 2 and 5 years' service)
• Your birthday off
• Cash health plan for you and your family
• Pension plan and life insurance (contributions increase with service)
• Contractual sick pay
• Private medical insurance after 5 years
• Profit share scheme
• Holiday season bonus after 3 years
• Free on‑site gym
• Season ticket loan and cycle to work schemes
• Employee Assistance Programme access
• Company incentives and discount schemes

About the company

This is a truly service‑led business and the industry‑leading EAP and OH provider – recognised as a Sunday Times "Best Places to Work" organisation. With an unrivalled track record of strong year‑on‑year growth, they support over 80,000 organisations and 13 million lives across the UK and Ireland. As part of a global group with 14 operating companies and circa £500m turnover, there's substantial financial backing for continued expansion, including acquisition and international development. This isn't just a job – it's a platform for exceptional career advancement with a business that's going places.