Overview
DescriptionTeam Leader – Transfers
About People’s Partnership: At the heart of our not-for-profit organisation is a commitment to make the future-saving experience simple for our members. We champion fairness and simplicity, not profit-chasing. 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.
* Ensure exceptional levels of service are delivered within agreed service levels.
* Direct resources to maximise productivity to achieve agreed 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 (regulatory and company) & development, 1 to 1’s, performance appraisals and disciplinary & grievance issues.
* Manage 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 customer’s satisfaction by whatever means appropriate – phone, webinars, face-to-face, pension seminars, etc.
* Record and analyse 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
Qualifications – Achieved or working towards the following:
* Certificate in Financial Administration (CF1)
* Certificate in Financial Administration (FA2)
* Must be obtained in line with the Overseer T&C requirements
* Experience working in an operational pensions’ environment or financial services environment.
* People Management
* Good working knowledge of Microsoft Office
* Knowledge of pension legislation (particularly auto enrolment)
* Excellence in Customer Services
Desirable Qualifications:
* PMI Certificate in Auto Enrolment
* Other relevant financial services 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
* 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 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”.
Perks
Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of People’s Partnership's employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career.
Salary Range
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