Lead, develop, and performance manage a Customer Services team
Act as part of the wider operational leadership team, driving collective outcomes
Provide credible leadership underpinned by strong platform knowledge and expertise
Use technical and operational insight to support decision making and drive continuous improvement
Coach and develop team capability, building both performance and knowledge depth
Maintain high engagement and motivation, particularly through change
Manage people issues confidently and effectively

Proven people leadership experience with strong performance outcomes
Deep and broad platform knowledge, with the ability to apply expertise across varied scenarios
Experience operating in fast-paced, complex environments
Strong ownership and accountability for team performance
Excellent communication, coaching, and stakeholder engagement skills
Confident decision-maker, able to manage performance and drive improvement

pension scheme of 18% (13% employer, 5% employee)
Share Save and Share Incentive Plan
financial wellbeing and support services
38 days annual leave
purchase up to 5 extra days annual leave
Time Off When You Need It policy
Inspiring Families policy with paid parental leave covering maternity, adoption, surrogacy, and paternity leave
Health & Protection cover including Private Healthcare, Critical Illness cover, and Life Assurance with family options

Customer Service Team Leader

Key skills