We’re looking for a motivated and people-focused Member Services Team Leader to join our growing credit union. This is more than a leadership role - it’s an opportunity to shape exceptional member experiences while guiding a team that genuinely cares about the communities we serve.
About the Role
As our Member Services Team Leader, you’ll be at the heart of our member experience - leading from the front, supporting your team, and ensuring every interaction reflects our values.
You’ll oversee day-to-day operations, coach and develop your team, and drive service excellence across all channels.
What You’ll Be Doing
* Leading, coaching, and inspiring the Member Services team to deliver outstanding service
* Acting as the first point of escalation for complex member queries
* Monitoring performance and supporting the team to achieve goals
* Ensuring compliance with regulatory requirements and internal policies
* Identifying opportunities to improve processes and enhance the member journey
* Supporting wider business initiatives and contributing to a positive team culture
What We’re Looking For
* Proven experience in a customer service or member-facing leadership role
* Strong people management skills with a passion for developing others
* Excellent communication and problem-solving abilities
* A proactive mindset with the confidence to make decisions
* A genuine commitment to delivering fair and ethical service
* Experience within financial services (credit union, banking, or similar) is desirable
What We're Offering
You don’t need to have any experience in a Credit Union as full training is provided. Hybrid working is available for all employees, with a minimum 3 days at our offices in Birmingham (between 9am and 4:30pm) and the rest from home if you prefer. We offer enhanced leave, an employer-contributed pension scheme and a friendly and relaxed working environment where you will be supported to develop yourself and your career.
Serve and Protect is a great place to work, but don’t take our word for it! We are a Great Place to Work certified company and also earned a place on the Best Workplaces (Small), Best Workplaces for Wellbeing (Small) and Best Workplaces in Financial Services and Insurance (Small & Medium) in 2024.
Why Join Us?
* Be part of an organisation that puts people before profit
* A supportive, collaborative team environment
* Opportunities for professional development and progression
* Competitive salary and benefits package
Ready to Apply?
If you’re ready to take the next step in your career and lead a team that makes a difference every day, we’d love to hear from you.
Job Type: Full-time
Pay: From £26,500 per year
Additional pay:
* Performance bonus
Benefits:
* Additional leave
* Bereavement leave
* Company events
* Company pension
* Enhanced maternity leave
* Enhanced paternity leave
* Sick pay
* Store discount
* Hybrid working