Supportive culture with real development opportunities * Lead meaningful, empathy-driven customer conversations About Our Client Customer Service Team Leader Salary: £34,000 Hybrid working: 3 days office and 2 days home based (Nottingham - must live within a commutable distance) The Contact Centre & Customer Service team at Michael Page are delighted to be partnering with Propel Holdings as they continue to grow their Customer Experience function. We are recruiting a number of newly created Customer Service Team Leader roles to support the expansion of their customer-facing teams. These roles offer the chance to lead and coach teams who provide thoughtful, supportive and solution-focused conversations with customers.Propel Holdings is a lending organisation committed to fairness, transparency and doing the right thing for its customers, including those who may be experiencing financial vulnerability. You'll join a supportive business that genuinely values its people and invests in their development. Job Description You will lead a team of around 7 Customer Service Advisors plus 1 Senior Advisor, shaping a consistent coaching-led, empathetic and performance-positive culture. Your role will include: * Creating a supportive environment where the team feel valued, confident and equipped to handle customer conversations * Leading regular coaching sessions and 1:1s to enable skill development and continuous improvement * Supporting team members in managing sensitive, emotionally complex or vulnerability-led customer situations * Ensuring compliance, accuracy and quality are consistently met in all customer interactions * Managing daily workflow, adherence and productivity to ensure team efficiency * Working with fellow Team Leaders and senior leadership to embed best practice and support wider service improvements Success in this role will be demonstrated through: * Quality of customer interactions: Ensuring calls and written responses demonstrate empathy, clarity and fair outcomes * Customer outcomes: Positive resolution rates and reduced need for complaints escalation * Team development and retention: A motivated team who feel supported, clear in expectations and progressing in capability * Performance delivery: Meeting agreed service levels such as occupancy, adherence and timely case progression * Accuracy & regulatory compliance: High accuracy of information and adherence to internal and external compliance requirements * Continuous improvement mindset: Actively identifying opportunities to enhance ways of working and customer experience The Successful Applicant We are looking for people who can demonstrate: * Leadership of a team of at least 7 advisors in a service or contact centre environment * A constructive, calm, people-first leadership style * Strong coaching and motivational skills * Experience managing performance against metrics such as quality score, productivity, CSAT/NPS, or compliance * Comfort supporting customers in regulated, financially complex or sensitive scenarios (experience in lending, utilities, insurance or social housing is welcome but not essential) * A collaborative approach and willingness to contribute to a positive, evolving team culture * Based within a reasonable commute of Nottingham Due to the financial nature of this role successful candidates will need to pass relevant financial history checks at on-boarding stage. What's on Offer * Closing Date: End of November (applications reviewed in real time - we may close earlier) Working arrangements: * Rotating shifts across 8am - 6pm Monday to Friday * 1 in 3 Saturdays, worked from home * Rotational Bank Holidays * Hybrid - part office, part home (3 days office and 2 home) Initially this might be higher office days due to training etc. Benefits on offer £34,000 starting salary 33 days holiday 7% Matched Pension Modern offices Plenty of training support and progression options Opportunity to work for a global financial services business Contact Danielle Hughes Quote job ref JN-(phone number removed)Z