Team Leader - Customer Solutions

People's Partnership; Crawley; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Generous pension contributions

Real living wage

Income protection

Healthcare

Parental leave

Learning & development

Travel season ticket loans

Volunteering days

Onsite gym

Social clubs and events

Job summary

People's Partnership in the UK is seeking a Team Leader for our customer services and technical support team. You will oversee delivery of tailored service throughout the customer lifecycle, driving trust and satisfaction among customers, advisors and third parties in a hybrid working setup.

You will monitor staff competence, support development and champion Treating Customers Fairly (TCF) in all actions, while guiding the team to meet service levels and KPIs.

Qualifications

• Proven leadership of a customer services and technical support team.
• Experience monitoring staff competence and development.
• Strong customer service and technical support background.
• Knowledge of Treating Customers Fairly (TCF) principles.
• Experience recruiting, interviewing and managing performance.

Responsibilities

• Oversee a high-performing customer service and technical support team.
• Ensure exceptional service across the customer lifecycle.
• Monitor team performance and support professional development.
• Drive team progression and meet KPI targets.
• Manage relationships with customers, advisors, and partners.
• Record and analyse productivity and quality statistics.
• Update procedures and ensure staff training.

Skills

Excellence in Customer Services

Cross-functional collaboration

Empathy

Communication skills

Time/Deadline management

Education

Pension communications experience

Job description

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, IFA’s and Strategic Partners including third party providers, to ensure all service/ technical enquiries/issues are resolved to the customers 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.

What we’re looking for:

• Excellence in Customer Services
• Ability to work with and across other business units
• Empathy and sympathy with customer needs
• Excellent communication, interpersonal and presentation skills
• Ability to meet deadlines within tight timelines

Desirable 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
• Volunteering days and charity payroll giving
• Onsite gym
• 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".