Customer Service Team Leader

Job Description

Join us as a Customer Service Team Leader - 12 Months Fixed Term Contract

We’re looking for a passionate and driven individual to lead our Contributions team — someone who thrives on challenge, inspires others, and is excited to make a real impact.

The Contributions team sits in our Client Services area and is responsible for a wide range of tasks, including:

• Overseeing and processing Direct Debit instructions
• Processing cheque payments into accounts
• Refunds of contributions and subscriptions in line with HMRC guidance
• Investigating, updating and correcting ISA and LISA annual allowances

We’re seeking someone who can bring energy, structure, and vision to the team. You’ll be:

• Organised and proactive
  , with strong time-management skills to juggle priorities and keep the team on track.
• A strategic thinker
  , with a good grasp of CASS rules and the ability to spot trends and drive improvements.
• A planner
  , able to manage resources around shifting monthly deadlines.
• Confident and composed
  , especially when handling FTRs and complaints.
• A motivator
  , with a positive, can-do attitude and the ability to lift team morale.
• A mentor
  , who can spot potential and help others grow.
• A coach
  , comfortable giving constructive feedback and celebrating great performance.
• A change champion
  , who communicates updates clearly and positively.
• A role model
  , who consistently goes above and beyond for customers and colleagues.

As Team Leader, you’ll be at the heart of the team’s success. You’ll:

• Manage and distribute workloads to meet SLAs and team goals.
• Deliver daily and monthly MI to track performance.
• Lead regular team meetings, 1:1s, and performance reviews.
• Coach and develop team members to deliver outstanding service.
• Keep processes up to date and aligned with company standards.
• Ensure full compliance with FCA regulations and report breaches promptly.
• Accurately log and report complaints and breaches.
• Collaborate with other teams to improve processes and customer experience.
• Monitor and elevate system/process issues.
• Oversee regular team tasks and support CASS audits.
• Assist the Contributions Manager in any other areas as required.

• Financial administration experience including but not limited to SIPPs, ISAs and GIAs.
• Previous experience in leading a team either in a permanent role or stepping into a leadership role on an ad-hoc basis.
• Excellent customer service skills.
• High level of planning, organisation and time management.
• Ability to motivate the team.
• Proficiency with Microsoft Office programs, specifically Word and Excel.
• Enthusiastic and inquisitive with a ‘can do’ attitude.

For internal applications, the closing date for this role will be 26 June 2026.

• Starting salary of £30,900 (depending on experience)
• 26 days holiday, increasing with service + buy/sell scheme
• 7% Pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Free onsite gym
• Enhanced family leave (subject to qualifying criteria)
• Travel and bike loan schemes
• Employee Assistance Programme

• Regular social events including summer and Christmas parties
• Learning and development opportunities tailored to you
• Casual dress code
• Friendly, supportive team environment

We offer hybrid working, with a minimum of 60% of your working time per month spent in the office.

For new starters, there’s an initial period of full-time office working to help you settle in and build relationships.

We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves at work.

We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.