Team Leader - Customer Service

Teleperformance SE; Ridgacre; On-site; GBP 45,000 - 65,000; Full time

Job summary

Teleperformance SE in the United Kingdom is seeking an experienced Customer Service Team Leader to inspire and manage a busy team delivering service for a UK banking client. You will coach, develop and mentor Agents to achieve qualitative and quantitative targets while ensuring full compliance with client rules and procedures.

You will foster a customer-centric culture focused on NPS, AHT and operational efficiency, conduct regular 1:1s, oversee performance reviews, and handle absence and

Responsibilities

• Lead, coach, develop and mentor a team of Customer Service Agents for a UK banking client to achieve qualitative and quantitative targets while adhering to client rules and procedures.
• Create and maintain a focused, motivational culture to maximise team potential and performance.
• Manage a team of Customer Service Specialists to deliver highly quality service, meeting operational targets and KPIs.
• Foster a customer-centric culture with emphasis on NPS, FPOC, CCTR and AHT, driving customer satisfaction.
• Conduct regular 1:1s and performance reviews to develop individuals and improve outcomes.
• Oversee absence management, 121s, disciplinary, capability and grievance processes in line with policy.
• Become a knowledge expert on the client's products and services; training will be provided.
• Engage proactively with the wider Teleperformance team to drive engagement initiatives.
• Create an engaging, inclusive and positive work experience, applying proven engagement practices.
• Demonstrate the ability to manage multiple workflows to KPI targets and quality standards.
• Consider risk in decision making with a solid understanding of business activity, opportunities and threats.
• Banking experience is desirable but not essential.

Job description

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., 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
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