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- Supportive culture with real development opportunities
- Lead meaningful, empathy-driven customer conversations
About Our Client
Customer Service Team Leader
Salary: 34,000
Hybrid working: 3 days office and 2 days home based (Nottingham - must live within a commutable distance)
The Contact Centre & Customer Service team at Michael Page are delighted to be partnering with Propel Holdings as they continue to grow their Customer Experience function. We are recruiting a number of newly created Customer Service Team Leader roles to support the expansion of their customer-facing teams. These roles offer the chance to lead and coach teams who provide thoughtful, supportive and solution-focused conversations with customers.Propel Holdings is a lending organisation committed to fairness, transparency and doing the right thing for its customers, including those who may be experiencing financial vulnerability. You'll join a supportive business that genuinely values its people and invests in their development.
Job Description
You will lead a team of around 7 Customer Service Advisors plus 1 Senior Advisor, shaping a consistent coaching-led, empathetic and performance-positive culture. Your role will include:
- Creating a supportive environment where the team feel valued, confident and equipped to handle customer conversations
- Leading regular coaching sessions and 1:1s to enable skill development and continuous improvement
- Supporting team members in managing sensitive, emotionally complex or vulnerability-led customer situations
- Ensuring compliance, accuracy and quality are consistently met in all customer interactions
- Managing daily workflow, adherence and productivity to ensure team efficiency
- Working with fellow Team Leaders and senior leadership to embed best practice and support wider service improvements
Success in this role will be demonstrated through:
- Quality of customer interactions: Ensuring calls and written responses demonstrate empathy, clarity and fair outcomes
- Customer outcomes: Positive resolution rates and reduced need for complaints escalation
- Team development and retention: A motivated team who feel supported, clear in expectations and progressing in capability
- Performance delivery: Meeting agreed service levels such as occupancy, adherence and timely case progression
- Accuracy & regulatory compliance: High accuracy of information and adherence to internal and external compliance requirements
- Continuous improvement mindset: Actively identifying opportunities to enhance ways of working and customer experience
The Successful Applicant
We are looking for people who can demonstrate:
- Leadership of a team of at least 7 advisors in a service or contact centre environment
- A constructive, calm, people-first leadership style
- Strong coaching and motivational skills
- Experience managing performance against metrics such as quality score, productivity, CSAT/NPS, or compliance
- Comfort supporting customers in regulated, financially complex or sensitive scenarios (experience in lending, utilities, insurance or social housing is welcome but not essential)
- A collaborative approach and willingness to contribute to a positive, evolving team culture
- Based within a reasonable commute of Nottingham
Due to the financial nature of this role successful candidates will need to pass relevant financial history checks at on-boarding stage.
What's on Offer
- Closing Date: End of November (applications reviewed in real time - we may close earlier)**Working arrangements:
- Rotating shifts across 8am - 6pm Monday to Friday
- 1 in 3 Saturdays, worked from home
- Rotational Bank Holidays
- Hybrid - part office, part home (3 days office and 2 home) Initially this might be higher office days due to training etc.
Benefits on offer
34,000 starting salary
33 days holiday
7% Matched Pension
Modern offices
Plenty of training support and progression options
Opportunity to work for a global financial services business
Contact
Danielle Hughes
Quote job ref
JN-(phone number removed)Z
