Overview
Customer Support Hub Team Leader role at People's Partnership. We are a not-for-profit organisation committed to making the future-saving experience simple for our members. We champion fairness and simplicity, not profit-chasing. We are a diverse employer with a flexible, hybrid working approach to help our people be their best.
What Youll Be Doing
Lead a team dedicated to delivering outstanding customer experiences tailored to each client f s needs. Build trust and confidence with customers, advisors and third parties, ensuring satisfaction and long-term loyalty. Champion professional growth, monitor and develop team competence, support career progression, and foster a culture of excellence.
* Responsible for the team s performance against agreed objectives and key performance indicators, ensuring exceptional service within defined service levels.
* Direct resources to maximise productivity to achieve service levels. Recruit new team members and participate in the interview process.
* Lead and manage staff in line with company policies and procedures, including training, 1:1s, performance appraisals, and disciplinary and grievance processes.
* Manage relationships with customers, Business Partners, IFA s and Strategic Partners, including third-party providers, to resolve service/technical enquiries/issues by phone, webinars, face-to-face sessions, pension seminars, etc.
* Record and analyse team productivity and quality statistics; use management information to measure workflow and staff performance; identify training needs and provide coaching and support.
What Were Looking For
* Experience working in an operational pensions environment.
* People management skills.
* Good working knowledge of Microsoft Office.
* Knowledge of pension legislation (particularly auto enrolment).
* Excellence in customer service.
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 and development opportunities and study support.
* Travel season ticket loans.
* Subsidised restaurant in our Crawley office.
* Volunteering days and charity payroll giving.
* Onsite gym.
* Ride-to-Work scheme.
* 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 applicants equally and enabling them to perform at their best. We are a disability-committed employer; please let us know if you need any reasonable adjustments made to our recruitment process to enable you to show us the best “you”.
Perks
Our people are our strength. We offer an award-winning pension, healthcare cover, an onsite gym, access to a personal trainer, occasional massages, and a subsidised restaurant. We also provide training programmes to support career development.
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Information Technology
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