Customer Service Team Leader (Financial Services)

Project People; Carlisle; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

Project People in Carlisle is seeking a capable Team Leader for Pension Operations to lead, support and develop a team, ensuring high service standards for customers, advisers and business partners.

You will foster a positive environment, manage performance, recruitment and onboarding, and work with other teams to meet objectives. The role requires pensions/financial services knowledge and a collaborative, proactive approach.

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

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

Communication

People development

Organisational skills

Performance management

Customer-focused

Pensions knowledge

Regulated environment

Job description

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

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

Personal Attributes

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