People's Partnership
Customer Service Delivery Team Leader
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Team Leader – Customer Solutions
About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. 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. To ensure exceptional levels of service are delivered within agreed service levels.
- Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part 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.
- Take ownership of the management of 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 customers satisfaction by whatever means appropriate – phone, webinars, face-to-face, pension seminars etc.
- Responsible for the recording and analysis of 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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What we’re looking for:
- Excellence in Customer Services
- Ability to work with and across other business units
- Empathy and sympathy with customer needs
- Excellent communication, interpersonal and presentation skills
- Ability to meet deadlines within tight timelines
- People management experience
Desirable Qualifications:
- PMI Certificate in Auto Enrolment
- Other relevant financial services qualifications
- Experience of employer/employee pension communications
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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
- Grab & Go Deli Café at 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”.
Once you’ve submitted your application, a member of our Talent Team will review it and contact you if your skills and experience match the job profile.
We’re looking for people who share our values, and we want to help bring out the best in you.
Interviews with us are a two-way process. You’ll have the opportunity to show us why you’re right for the role, and we want you to learn more about us too.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location