Team Leader - Customer Service

TP; Birmingham; Ibrido; GBP 26.000 - 32.000; Tempo pieno

Vantaggi offerti da questo lavoro

Savings Discounts

Free Online Classes

GPs / Mental Health Support

Cycle to Work Scheme

Eyecare support

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Monthly Inspire Awards

Refer-A-Friend bonus

Monthly Wellbeing Webinars

Employee Experience Progress

Descrizione del lavoro

TP in the UK is recruiting a Team Leader in a hybrid role based in Birmingham. You will lead, coach and mentor a team of Customer Service Agents for a UK banking client, ensuring high service quality and achievement of targets, while complying with all rules and procedures.

The role emphasizes a motivational, customer‑centred culture and strong performance management. As part of the TP team you will drive engagement, develop people, manage KPIs and collaborate with stakeholders to deliver

Competenze

• Proven ability to lead and develop a team of customer service professionals.
• Experience coaching, performance reviews and local compliance.
• Track record of delivering against KPIs and customer metrics.

Mansioni

• Manage a team of Customer Service Specialists to deliver quality and meet targets.
• Foster a customer-centric culture focused on NPS, FPOC, CCTR & AHT.
• Conduct regular 1:1s and reviews to maximise performance and development.
• Oversee attendance, disciplinary and performance management processes.
• Become a knowledge expert on client products and services with solid training.
• Drive engagement initiatives within the TP team.

Conoscenze

Team leadership

Coaching

People management

Customer service

KPI management

Strumenti

CRM systems

Descrizione del lavoro

Team Leader

Location: hybrid in Birmingham

Contract: Permanent

Hours: 40 per week, flexibility required

Salary: £29,120

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, performance management and 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 paced environment and proven ability to multi-task a number of sometimes conflicting priorities via good time management, decision making and 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, opportunity and threats
• Banking experience desired but not essential
• Excellent written and verbal communication skills with an eye for detail, spelling and 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
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• 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

Background Check Requirements

• Criminal Record Check
• Enhanced Credit Check
• 5 years address history