An exciting opportunity has arisen for a Customer Operations Team Leader to join the Operations team in Kings Hil l on a permanent basis ! Are you passionate about leading teams to success and driving performance? As a Team Leader, you'll play a pivotal role in delivering business results through effective leadership, coaching, and performance management. You'll foster a collaborative and engaged team environment, ensuring colleagues are supported, motivated, and aligned with company goals. With a strong focus on compliance and regulatory standards, you'll oversee documentation and policy adherence while tracking key performance metrics to continuously improve outcomes. This is a fantastic opportunity to make a real impact and help shape the future of our Customer Operations function! Some of the key responsibilities include: Commercial & Operational Excellence • Drive performance through coaching, reporting analysis, and campaign management. • Monitor KPIs and MI to identify improvement opportunities and ensure alignment with customer experience standards. • Act as a first point of contact for escalations, resolving issues promptly and professionally. • Champion process improvements and contribute to strategic initiatives across the Call Centre. People Leadership • Lead, coach, and motivate Customer Consultants to achieve high performance and engagement. • Support recruitment, training, development, and performance management, fostering a positive and productive team culture. • Promote knowledge sharing and continuous learning to enhance team capability and service delivery. Line Management • Manage direct reports across UKDP South and North, ensuring alignment with business vision and objectives. • Conduct regular 1:1s, appraisals, and maintain development plans. • Collaborate cross-functionally to support best practice and operational consistency. We are looking for someone with : • Leadership skills (Team Leader Level 3 - desirable and not essential). • Experience of management duties such as 1-2-1s, coaching and giving feedback. • Experience of core framework requirements in a regulated environment. • Good verbal and written communication skills • Good understanding of collections practices and procedures within a regulated environment. • Good hands-on experience of collections and evidence of high customer contact standards • Demonstrate a good understanding of the company's strategic approach to the regulatory environment. Please submit your application by Friday 5 th September, 2025.