Team Leader - Customer Service

Teleperformance; Birmingham; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Perks at Work

Help@Hand

Critical Illness

Cycle to Work

Eyecare voucher

Holiday Scheme

Length of Service Awards

Workplace Pension

Inspire Awards

Refer-A-Friend

Wellbeing Webinars

Employee Experience Progress

Job summary

Teleperformance in Birmingham is seeking a Team Leader to manage a UK banking client’s Customer Service Agents. You will coach, develop and mentor the team, drive performance against qualitative and quantitative targets, and ensure compliance with client rules.

The role is hybrid in Birmingham, with 40 hours per week. You will build a focused, engaging culture to maximise potential, manage absence and 1:1s, and contribute to improving customer satisfaction and NPS.

Qualifications

• Proven experience leading and coaching a customer service team.
• Track record of delivering against KPIs such as NPS, AHT and quality targets.
• Experience in financial services or banking sectors is preferred.

Responsibilities

• Lead, coach and mentor a team of Customer Service Agents to meet targets.
• Maintain compliance with client rules and procedures.
• Foster a motivated, high-performance culture and positive team environment.

Skills

People management

Coaching

KPI management

Team leadership

Job description

Overview

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, 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
• 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

If you meet the above criteria we'd love to hear from you!