Team Leader, Customer Solutions – Hybrid & Impact

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

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.