Customer Service Team Leader (Financial Services)

Project People; Carlisle; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Project People in the Financial Services sector seeks a Customer Service Team Leader in Carlisle for a Pension Operations team. You will lead and develop Pension Operations Administrators, ensuring excellent service to customers, advisers and business partners.

This hybrid role focuses on coaching, performance reviews, workload planning and ensuring compliance with regulatory requirements. You will promote continuous improvement, collaborate with other teams, and maintain a positive,

Qualifications

• Experience 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.

Responsibilities

• 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.
• 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.
• 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.

Skills

Team leadership

Coaching

Communication skills

Motivation

Organisational skills

Performance management

Customer service

Job description

Customer Service Team Leader - (Financial Services)

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.