Customer Service Team Leader - 12 Month Fixed Term Contract

• Full-time
• Business Areas:
  Customer Services
• Location:
  
  Manchester
• Department:
  Administration
• Compensation: GBP 30,900 - GBP 35,020 - yearly

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
• Refunds of contributions and subscriptions in line with HMRC guidance
• Investigating, updating and correcting ISA and LISA annual allowances

What we’re looking for:

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.

Your key responsibilities:

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 escalation system/process issues.
• Oversee regular team tasks and support CASS audits.
• Assist the Contributions Manager in any other areas as required.

Competence, knowledge and skills:

• 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 ad-hoc.
• 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

We’re committed to creating an inclusive environment where everyone feels respected and able to be themselves  welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.