Team leader

The Team Leader is a frontline role within Operations, responsible for delivering the highest standards of customer service and support to the Company, clients, and customers in line with the FCA’s Consumer Duty. The Team Leader plays a key role in supporting the Team Manager by providing day-to-day leadership, coaching, and oversight of a team of officers, ensuring performance meets departmental objectives, aligns with company policies, and delivers positive customer outcomes. The role also contributes to continuous improvement by identifying opportunities to enhance processes and team effectiveness. What you’ll do The Team Leader will be responsible for the following activities: Perform the responsibilities of a Customer Service Advisor and Customer Service Administrator where required, ensuring all actions support Consumer Duty principles. Support the delivery of excellent inbound SLA performance and provide guidance to team members to ensure high-quality customer outcomes. Attend regular Quality Assurance calibrations to ensure service quality and call monitoring standards meet Consumer Duty expectations. Take ownership of escalated customer issues or complaints, ensuring they are resolved fairly, transparently, and in a timely manner. Monitor the quality of team members’ work, providing coaching, side-by-side support, and constructive feedback to improve performance and customer outcomes. Develop and maintain team knowledge of policies, regulatory requirements, and legislation, ensuring consistent and compliant application. Conduct monthly performance reviews, tracking goals, attendance, and training to drive behaviours aligned with Consumer Duty. Support the Team Manager in delivering team meetings and updates, ensuring colleagues understand how their role contributes to good customer outcomes. Lead by example, upholding the Company’s core values, recognising success, and encouraging behaviours that deliver positive outcomes for customers. Please note: this is not an exhaustive list and the role holder may be required to carry out other duties of a similar nature as required. What you’ll bring Strong understanding of delivering excellent customer service in line with Consumer Duty principles. Excellent written and verbal communication skills. IT literate with the ability to use multiple systems effectively. Good numeracy skills, including the ability to calculate and set up appropriate payment plans where applicable. Ability to multitask and manage a variety of responsibilities simultaneously. Effective time management and ability to prioritise workload. Strong attention to detail and ability to follow processes consistently. Initiative and problem-solving skills to deliver balanced outcomes for customers and the business. Experience coaching and mentoring team members to improve performance and engagement. Experience managing people and addressing day-to-day performance or behavioural matters. What we offer We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from: 25 days’ annual leave (pro rata for part-time employees), plus bank holidays An extra day off to celebrate your birthday A discretionary annual performance bonus The option to purchase up to 5 additional days of holiday A competitive pension scheme with 8% total contributions Life assurance at 4x your annual salary Access to our Employee Assistance Programme for confidential support and advice Season ticket travel loans to support your commute Enhanced maternity and adoption pay A friendly, relaxed working environment with modern facilities A vibrant culture with regular social events, charity fundraising, and employee recognition schemes Ongoing learning and development opportunities to support your career growth