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Teleperformance Ltd; Birmingham; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Perks at Work

Help@Hand wellbeing resources

Critical Illness – up to £10,000

Cycle to Work Scheme

Holiday Purchase Scheme

Length of Service Awards

Monthly Inspire Awards

Refer-A-Friend £1,200 bonus

Monthly Wellbeing Webinars

Employee Experience Progress

Criminal Record Check

Enhanced Credit Check

5 years address history

Job summary

Teleperformance Ltd is recruiting a Team Leader to manage a Customer Service team for a UK banking client in Birmingham. You will coach, mentor and grow agents toward high performance, while ensuring compliance with all client rules and procedures.

You will foster a positive, engaging culture, tracking KPI targets (NPS, FPOC, CCTR, AHT) and driving continuous improvement. Banking experience is desirable and the role requires robust people management skills.

Qualifications

• Leadership and people management experience leading teams to achieve targets.
• Strong communication and interpersonal skills for coaching and development.
• Proven ability to manage multiple workflows and drive KPI achievement.
• Experience in banking or financial services environments is desirable.

Responsibilities

• Lead, coach, develop and mentor a team of Customer Service Agents for a UK banking client.
• Create a focused, engaging culture to maximise team performance and customer satisfaction.
• Ensure compliance with client rules, policies and procedures while delivering quality results.
• Manage attendance, performance and disciplinary processes in line with policy frameworks.
• Build product knowledge and drive engagement initiatives within the team.

Skills

Leadership

People management

KPI management

Communication

Workflow management

Team motivation

Banking experience

Job description

Hours: 40 per week, flexibility required

The Role:

You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents for a UK banking client, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures. The successful candidate will be naturally results orientated with exceptional problem-solving skills.

You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential.

Role overview

Managing a team of Customer Service Specialists, you will do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.

• Through your leadership you will create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the customer and high levels of customer satisfaction: Focused on NPS, FPOC, CCTR & AHT
• Coach and support team members through regular 1:1s and reviews to encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently
• Maintain effective control of all aspects of people management processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks
• Become a knowledge expert in terms of the client’s products and services, full training will be provided
• Proactively participate and drive engagement initiatives within the wider TP team
• Create a highly engaging, inclusive, positive and fun work experience for your team and utilising engagement expertise that has been tried and tested

The Ideal Candidate

Proven people management skills with the ability to lead and motivate a team and act as a role model, driving performance at both group and individual level

Demonstrable experience of managing multiple workflows to a set of targeted KPI’s and quality management

Confident in a variety of people management processes, such as absence management, 121’s, performancemanagementand other employment related tasks

Passion for working as part of a team, with the communication and interpersonal skills to engage and motivate your team

Used to working in a high volume, fast pacedenvironmentand proven ability to multi-taska number ofsometimes conflicting priorities viagood timemanagement, decisionmakingand organisation skills

Customer Service focused and able to manage relationships with stakeholders, comfortable with working collaboratively with NatWest,imbedding their behaviours and goals for 2026

Consider risk implications in decision making through a good understanding of business activity,opportunityand threats

Banking experience desired but not essential

Excellent written and verbal communication skills with an eye for detail,spellingand accuracy

What you get from us

Perks at Work – Savings Discounts / Free Online Classes

Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice

Critical Illness – up to £10,000

Cycle to Work Scheme

Holiday Purchase Scheme

Length of Service Awards

Monthly Inspire Awards – For the best of the best

Refer-A-Friend earns up to £1,200 for you

Monthly Wellbeing Webinars

Dedicated Employee Experience Progress – Here to support TP journey

Criminal Record Check

Enhanced Credit Check

5 years address history