Customer Service Team Leader (Financial Services)

Project People Limited; Carlisle; Hybride; GBP 32 000 - 46 000; Plein temps

Résumé du poste

Project People Limited in Carlisle is seeking a Team Leader for Pension Operations Administrators to lead, support and develop a high-performing team delivering excellent service to customers, advisers and business partners.

The role focuses on leadership, performance management and continuous improvement, ensuring regulatory compliance and strong customer outcomes within a hybrid working environment.

Qualifications

• Experience of leading, coaching or supervising a team.
• Strong communication and interpersonal skills.
• Ability to motivate, develop and support colleagues.
• Strong organisational and planning skills.
• Experience of managing performance and delivering feedback.
• Customer-focused with a commitment to quality and continuous improvement.
• Desirable: experience within pensions, financial services or a regulated environment.
• Desirable: knowledge of SIPP administration and operational processes.

Responsabilités

• Lead, motivate and support team members to achieve objectives.
• Conduct regular one-to-one meetings and development discussions.
• Identify training needs and support colleague growth.
• Promote wellbeing, engagement and a positive team culture.
• Manage performance and address concerns when required.
• Support recruitment, onboarding and induction activities.
• Plan workloads to meet service standards and monitor performance.
• Ensure processes are completed accurately and compliant with procedures.
• Resolve operational issues and customer escalations.
• Collaborate with other teams to meet business objectives.
• Promote quality, accuracy and customer service.
• Support continuous improvement initiatives.

Connaissances

Team leadership

Coaching

Communication

Organisational skills

Performance management

Customer focus

Description du poste

Industry: Financial Services

Location: Carlisle | Hybrid

You must be eligible to work in the UK without the need for Sponsorship.

Role Purpose

To lead, support and develop a team of Pension Operations Administrators, ensuring excellent service is delivered to customers, advisers and business partners. The Team Leader is responsible for creating a positive and high-performing team environment, maintaining service standards and quality, and ensuring colleagues have the skills, knowledge and support needed to succeed.

Key Responsibilities

Leadership & People Management

• Lead, motivate and support team members to achieve individual and team objectives.
• Conduct regular one-to-one meetings, performance reviews and development discussions.
• Identify training and development needs and support colleague growth.
• Promote colleague wellbeing, engagement and a positive team culture.
• Manage performance effectively, recognising success and addressing concerns where required.
• Support recruitment, onboarding and induction activities.

Operational Management

• Plan and coordinate workloads to ensure service standards are achieved.
• Monitor team performance, quality and productivity.
• Ensure operational processes are completed accurately and in line with company procedures.
• Support the resolution of operational issues and customer escalations.
• Work collaboratively with other teams to meet business objectives.

Quality, Compliance & Continuous Improvement

• Promote high standards of quality, accuracy and customer service.
• Ensure compliance with regulatory requirements and company procedures.
• Complete quality assurance activities and provide constructive feedback.
• Identify opportunities to improve processes, employee experience and customer outcomes.
• Support the implementation of change and continuous improvement initiatives.

Knowledge, Skills & Experience

Essential

• Experience of leading, coaching or supervising a team.
• Strong communication and interpersonal skills.
• Ability to motivate, develop and support colleagues.
• Strong organisational and planning skills.
• Experience of managing performance and delivering feedback.
• Customer-focused with a commitment to quality and continuous improvement.

Desirable

• Experience within pensions, financial services or a regulated environment.
• Knowledge of SIPP administration and operational processes.

Personal Attributes

• Positive and supportive leader.
• Strong communicator.
• Professional and approachable.
• Organised and resilient.
• Collaborative and adaptable.
• Committed to developing people and delivering results.