Customer Service Team Leader

• Job Type: Full-time, 9-Month Fixed Term Contract (FTC), with option to extend
• Location: Peterborough
• Salary: up to £30k

We are looking for a Customer Service Team Leader to lead and manage a team, delivering excellent customer service efficiently across our product range. This role is pivotal in supporting change, implementing company strategy, and getting involved in projects. The ideal candidate will help identify and implement opportunities for improvement and manage risk and team resources to meet all regulatory requirements, ensuring all customers are treated fairly.

• Manage team members’ performance in line with company policies, expectations, and values.
• Ensure the team maintains up-to-date regulatory, product, and business knowledge through effective communication.
• Work alongside peers to deliver business results, contribute to strategic goals, and innovate in line with the Customer Services vision.
• Accountable for the quality of work completed by the team, supporting improvement through regular coaching, mentoring, and training.
• Identify and escalate technical issues within the team, mitigate risks, and support projects and new initiatives.
• Develop team members to create highly effective and flexible teams.

• Financial Services or Customer Service operational experience at a managerial level. 
• Ideally an FSA Overseer with relevant insurance product experience
• Knowledge of Contact Centre Workforce Management (WFM), workflow, and telephony technologies.
• Experience in using procedures and controls to manage risks, complaints, breaches, and to support business continuity plans.
• Proven track record of delivering high-quality customer service and setting standards for excellence.
• Strong communication skills, with the ability to negotiate and facilitate change.
• Creative problem-solving skills, with the ability to anticipate and resolve issues.
• Ability to manage time productively and prioritise workload effectively.
• Experience in managing and developing teams to achieve excellent results.

• Competitive salary package.
• Opportunity to work in a dynamic and supportive environment.
• Involvement in strategic projects and initiatives.
• Access to professional development and training opportunities.

To apply for the Customer Service Team Leader position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.