Customer Service Team Leader (12 month secondment/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

Internal Secondment / External Fixed-Term Opportunity

We're excited to be recruiting for a Customer Service Team Leader within our Operations team. This is a fantastic opportunity for an experienced people leader, or an aspiring leader looking for their next step, to play a key role in shaping the service experience for our members.

For internal applicants, this role is being offered as a secondment opportunity. For successful external candidates, the position will be offered on a 12 month fixed-term contract.

As Customer Service Team Leader, you'll inspire, develop and support a team of customer-focused colleagues, driving high performance, excellent service standards and positive customer outcomes. You'll play a pivotal role in creating a culture where colleagues can thrive, develop their skills and make a real difference to our members.

What You'll Be Doing

• Leading, coaching and motivating a team of Customer Service Assistants to deliver exceptional service and consistently positive customer outcomes.
• Creating an engaging and supportive environment where colleagues feel empowered to develop and perform at their best.
• Monitoring team performance, quality standards, KPIs and service levels, identifying opportunities for improvement and recognising success.
• Providing regular feedback, coaching and development to build capability and encourage continuous growth.
• Ensuring adherence to internal procedures, regulatory requirements and risk controls.
• Supporting complaint resolution activities and promoting a culture of learning and continuous improvement.
• Working collaboratively with colleagues across the business to enhance processes, improve efficiency and strengthen the customer journey.
• Championing a customer-first mindset, ensuring every interaction is professional, accurate and aligned to our values.
• Contributing to operational initiatives and helping to drive positive change across the team and wider business.

What We're Looking For

We're looking for someone who is passionate about people, service and delivering great outcomes.

You'll ideally have:

• Experience of working within a customer service environment, preferably within financial services.
• Strong people, coaching and communication skills.
• A passion for delivering outstanding customer experiences.
• The ability to motivate, engage and develop others.
• An understanding of quality, compliance and risk management principles.
• Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.
• A proactive approach to problem-solving and continuous improvement.

Applications from colleagues interested in a Trainee Team Leader opportunity will also be considered. This could be an excellent development opportunity for individuals who have demonstrated leadership potential and are ready to take the next step in their career.

Interested in finding out more?

We encourage anyone considering applying to arrange an informal coffee chat with the hiring manager. This is a great opportunity to learn more about the role, the team and what success looks like, as well as ask any questions you may have before submitting your application.

To arrange a coffee chat with our hiring lead, please contact HR at [e-mail]

We're committed to creating a diverse and inclusive workplace where everyone feels respected, valued and supported. We welcome applications from all qualified candidates regardless of race, ethnicity, religion, age, gender, sexual orientation, disability or any other protected characteristic. We believe that embracing different perspectives strengthens our organisation, drives innovation and helps us better serve our members.