Team Leader (12 Month FTC)

Peoples Partnership; Crawley; On-site; GBP 35,000 - 45,000; Full time

Job summary

A not-for-profit financial services organization in Crawley is seeking a Team Leader to manage a customer service and technical support team. The role involves ensuring excellent service delivery, monitoring staff competence, and fostering professional development. Candidates should have experience in financial services and strong people management skills. A commitment to fairness and simplicity is essential. This position offers generous pension contributions and a flexible work environment.

Benefits

Generous pension contributions with an employer contribution of up to 14%

Employee healthcare

Onsite gym

Learning & development opportunities

Qualifications

• Experience working in an operational pensions' environment or financial services environment.
• Knowledge of pension legislation (particularly auto enrolment).

Responsibilities

• Oversee customer service and technical support team performance.
• Recruit and manage staff in line with company policies.
• Manage relationships with customers and third-party providers.

Skills

People Management

Good working knowledge of Microsoft Office

Excellence in Customer Services

Education

Certificate in Financial Administration (CF1)

Certificate in Financial Administration (FA2)

Other relevant financial services qualifications

Job description

Team Leader - Employer Admin - 12 month FTC

About People's Partnership

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing

Our Customer Services team are the heart of People's Pension, making sure our customers receive excellent service and technical support. We're looking for a dedicated Team Leader to oversee a high-performing customer service and technical support team at People's Partnership. In this role, you'll ensure the delivery of exceptional, tailored service throughout the customer lifecycle, fostering trust and satisfaction among customers, advisors, and third parties. You'll be responsible for monitoring staff competence, supporting professional development, and driving team progression. As a key contributor to departmental goals, you'll champion our Treating Customers Fairly (TCF) principles in everything you do.

Key Responsibilities

• Responsible for the team's performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels.
• Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process.
• Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1‑to‑1’s, performance appraisals and disciplinary & grievance issues.
• Take ownership of the management of relationships with customers, business partners, IFAs and strategic partners including third party providers to ensure all service/technical enquiries/issues are resolved to the customer's satisfaction by whatever means appropriate - phone, webinars, face‑to‑face, pension seminars etc.
• Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members.
• Encourage self‑development of team members and provide feedback as appropriate. Proactively develop individuals to maximise their ability.
• Contribute to updating operating procedures for all administration activities and ensure all staff are trained/aware prior to implementation.

Qualifications

• Achieved or working towards Certificate in Financial Administration (CF1)
• Achieved or working towards Certificate in Financial Administration (FA2) Must be obtained in line with the Overseer T&C requirements
• Experience working in an operational pensions' environment or financial services environment.
• People Management
• Good working knowledge of Microsoft Office
• Knowledge of pension legislation (particularly auto enrolment)
• Excellence in Customer Services

Desirable Qualifications

• PMI Certificate in Auto Enrolment
• Other relevant financial services qualifications
• Experience of employer/employee pension communications

What you can expect from us

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Grab & Go Deli Café in our Crawley offices
• Volunteering days and charity payroll giving
• Onsite gym
• Ride‑to‑Work scheme
• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.