Customer Service Team Leader - 12 Month Fixed-Term

Hinckley and Rugby Building Society; Hinckley; On-site; GBP 30,000 - 38,000; Full time

Job summary

Hinckley and Rugby Building Society is seeking a Customer Service Team Leader in our Operations team. This is a secondment for internal applicants and a 12-month fixed-term contract for external candidates, focused on delivering excellent service to our members.

You will lead, coach and develop a team of Customer Service Assistants, monitor performance and quality, and ensure compliance with procedures and risk controls.

Qualifications

• Experience in customer service, preferably within financial services.
• Strong people, coaching and communication skills.
• Passion for delivering outstanding customer experiences.
• Ability to motivate, engage and develop others.
• Understanding of quality, compliance and risk management principles.
• Strong organisational skills and prioritisation.
• Proactive approach to problem-solving and continuous improvement.

Responsibilities

• Lead, coach and motivate a team to deliver exceptional service.
• Create an engaging environment where colleagues can develop and perform at their best.
• Monitor performance, quality standards, KPIs and service levels.
• Provide regular feedback and development to build capability.
• Ensure adherence to procedures, regulatory requirements and risk controls.
• Support complaint resolution and promote continuous improvement.
• Collaborate across the business to enhance processes and efficiency.
• Champion a customer-first mindset in every interaction.
• Contribute to operational initiatives and drive positive change.

Skills

People leadership

Coaching

Communication

Customer service

Quality & risk

Organisational skills

Problem-solving

Job description

Hinckley and Rugby Building Society is seeking a Customer Service Team Leader in our Operations team. This is a secondment for internal applicants and a 12-month fixed-term contract for external candidates, focused on delivering excellent service to our members.

You will lead, coach and develop a team of Customer Service Assistants, monitor performance and quality, and ensure compliance with procedures and risk controls.