Customer Service Team Leader - Hybrid Role

Propel Holdings; Nottingham; On-site; GBP 34,000; Full time

Job summary

A reputable financial services organization in Nottingham seeks a Customer Service Team Leader to guide a team and enhance customer interactions. This role involves leadership, coaching, and managing performance while ensuring compliance. The ideal candidate has experience in a service environment and demonstrates empathy and team motivation. The position offers a salary of £34,000 and a hybrid working arrangement.

Benefits

33 days holiday

7% matched pension

Training support and progression options

Qualifications

• Experience leading a team of at least 7 advisors in a service environment.
• Ability to manage performance against metrics such as quality score and productivity.
• Comfort supporting customers in regulated or sensitive scenarios.

Responsibilities

• Lead a team of Customer Service Advisors in handling complex customer interactions.
• Conduct regular coaching sessions to develop team skills.
• Ensure compliance and quality in all customer interactions.

Skills

Leadership of a team

Strong coaching and motivational skills

Collaborative approach

Job description

Overview

Supportive culture with real development opportunities.

• Lead meaningful, empathy-driven customer conversations.

About Our Client

Customer Service Team Leader

Salary: £34,000
Hybrid working: 3 days office and 2 days home based (Nottingham - must live within a commutable distance)

The Contact Centre & Customer Service team at Michael Page are delighted to be partnering with Propel Holdings as they continue to grow their Customer Experience function. We are recruiting a number of newly created Customer Service Team Leader roles to support the expansion of their customer-facing teams. These roles offer the chance to lead and coach teams who provide thoughtful, supportive and solution-focused conversations with customers. Propel Holdings is a lending organisation committed to fairness, transparency and doing the right thing for its customers, including those who may be experiencing financial vulnerability. You'll join a supportive business that genuinely values its people and invests in their development.

Job Description

You will lead a team of around 7 Customer Service Advisors plus 1 Senior Advisor, shaping a consistent coaching-led, empathetic and performance-positive culture. Your role will include:

• Creating a supportive environment where the team feel valued, confident and equipped to handle customer conversations.
• Leading regular coaching sessions and 1:1s to enable skill development and continuous improvement.
• Supporting team members in managing sensitive, emotionally complex or vulnerability-led customer situations.
• Ensuring compliance, accuracy and quality are consistently met in all customer interactions.
• Managing daily workflow, adherence and productivity to ensure team efficiency.
• Working with fellow Team Leaders and senior leadership to embed best practice and support wider service improvements.

Success in this role will be demonstrated through:

• Quality of customer interactions: Ensuring calls and written responses demonstrate empathy, clarity and fair outcomes.
• Customer outcomes: Positive resolution rates and reduced need for complaints escalation.
• Team development and retention: A motivated team who feel supported, clear in expectations and progressing in capability.
• Performance delivery: Meeting agreed service levels such as occupancy, adherence and timely case progression.
• Accuracy & regulatory compliance: High accuracy of information and adherence to internal and external compliance requirements.
• Continuous improvement mindset: Actively identifying opportunities to enhance ways of working and customer experience.

The Successful Applicant

We are looking for people who can demonstrate:

• Leadership of a team of at least 7 advisors in a service or contact centre environment.
• A constructive, calm, people-first leadership style.
• Strong coaching and motivational skills.
• Experience managing performance against metrics such as quality score, productivity, CSAT/NPS, or compliance.
• Comfort supporting customers in regulated, financially complex or sensitive scenarios (experience in lending, utilities, insurance or social housing is welcome but not essential).
• A collaborative approach and willingness to contribute to a positive, evolving team culture.
• Based within a reasonable commute of Nottingham.

Due to the financial nature of this role successful candidates will need to pass relevant financial history checks at on-boarding stage.

What's on Offer

Closing Date: End of November (applications reviewed in real time – we may close earlier).

Working arrangements

• Rotating shifts across 8am - 6pm Monday to Friday.
• 1 in 3 Saturdays, worked from home.
• Rotational Bank Holidays.
• Hybrid – part office, part home (3 days office and 2 home) initially this might be higher office days due to training etc.

Benefits on offer

• £34,000 starting salary.
• 33 days holiday.
• 7% Matched Pension.
• Modern offices.
• Plenty of training support and progression options.
• Opportunity to work for a global financial services business.

Contact

Danielle Hughes