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Customer Service Team Leader

Nottingham Permanent £33,500 - £34,000 per year View Job Description
Lead a team of customer service advisors handling sensitive affordability conversations, driving performance, quality, and compliance while supporting customers and developing your team in a growing, people-first business.
  • 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)
  • Location: Propel Holdings, Floor 8, Waterfront House, Station Street, Nottingham, NG2 3DQ

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-112025-6877288
Phone number
+44 151 255 3756

Job summary

Job function
Business Support
Subsector
Call centre
Sector
Financial Services
Location
Nottingham
Contract type
Permanent
Consultant name
Danielle Hughes
Consultant phone
+44 151 255 3756
Job reference
JN-112025-6877288