Team Manager

Royal London Group; City of Edinburgh; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading mutual life and investment company is seeking a passionate Team Manager to lead a frontline team in delivering exceptional customer service. The role involves managing operational delivery, driving productivity, and fostering a culture of continuous improvement within the team, all while supporting a diverse and inclusive work environment.

Benefits

28 days annual leave plus bank holidays

Up to 14% employer pension matching

Private medical insurance

Qualifications

• Experience supporting teams in customer-facing environments is desirable.
• Experience managing change within a team environment is essential.
• Knowledge of the financial services industry is desirable.

Responsibilities

• Manage customer service delivery ensuring quality standards.
• Drive continuous improvement in processes and outcomes.
• Lead and coach frontline colleagues for optimal customer outcomes.

Skills

Customer Service

Team Leadership

Change Management

Continuous Improvement

Communication

Relationship Building

Stakeholder Management

Job description

Social network you want to login/join with:

Working style: Hybrid 50% home/office based

Closing date: 9th July 2025

Are you a natural leader who is passionate about delivering exceptional Customer Service?

We are hiring for a Team Manager who will play a pivotal role in leading, developing, engaging, and inspiring frontline colleagues who service our key customer groups.

About the role

• Manage customer service delivery and ensure all colleagues meet quality standards in customer interactions.
• Ensure productivity and efficiency by managing demand and workflows.
• Ensure compliance with the Risk/Controls framework and environment.
• Drive a culture of continuous improvement focusing on process and outcome enhancements.
• Lead the team to deliver optimal outcomes for customers, providing support and coaching.
• Manage individual performance, set goals, and conduct regular reviews.

About you

• Experience supporting teams in customer-facing environments is desirable.
• Experience managing change within a team environment is essential.
• Experience with underwriting processes is a plus but not required.
• Proven ability to foster a culture of continuous improvement and innovation.
• Knowledge of the financial services industry, including relevant legislation and regulation, is desirable.
• Excellent communication skills and team engagement ability.
• Strong relationship-building and stakeholder management skills.

About Royal London

We’re the UK’s largest mutual life, pensions, and investment company, offering protection, savings, and asset management products.

Our People Promise is to work in an inclusive, responsible, enjoyable, and fulfilling environment, underpinned by our Spirit of Royal London values: Empowered, Trustworthy, Collaborate, Achieve.

We offer great benefits, including 28 days annual leave plus bank holidays, up to 14% employer pension matching, and private medical insurance. See all our benefits - Our Benefits.

Inclusion, diversity, and belonging

We celebrate and value diverse backgrounds and cultures. Our diverse perspectives enhance our skills and are respected across the organization.