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Customer Operations Team Leader

United Kingdom·TelfordHybridlead

OtherCustomer Operations

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Quick Summary

Requirements Summary

From £28,800 depending on experience plus bonus, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection,

Technical Tools

OtherCustomer Operations

We’re looking for a Customer Operations Team Leader to join our EIA team. If you’re looking for a new challenge with an organisation committed to putting customers first, aiming high and working together, you’ll thrive here.

Requirements

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What We Offer

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As a Team Leader within our Individual Annuities New Business & Servicing Team, you will lead and develop a team of Quality Coaches and Operations Support colleagues, ensuring the effective delivery of quality assurance, controls, and governance activities across the department. You will be responsible for maintaining a strong control environment, driving continuous improvement, identifying risks and trends, and supporting operational excellence through the effective use of people, systems, and processes.

You will foster a highly engaged and high-performing team by providing clear direction, coaching, and development opportunities. Ensuring colleagues understand their objectives and how they contribute to wider business goals, you will set clear performance expectations, manage capability and performance issues where required, and work collaboratively with stakeholders to improve customer outcomes and strengthen quality standards across the function.

Experience leading, coaching and developing Quality, Controls or Operational Support teams to deliver high performance, continuous improvement, and positive customer outcomes.
Experience overseeing quality assurance frameworks, controls, and governance activities, ensuring adherence to regulatory requirements, operational standards, and risk controls.
A track record of identifying quality trends, control weaknesses, and improvement opportunities, implementing effective solutions to enhance customer outcomes and operational performance.
Experience leading teams through organisational, regulatory, process, or business change, embedding new ways of working and maintaining colleague engagement.
Strong analytical, stakeholder management, and influencing skills, with the ability to interpret quality and performance data, provide insight, and drive informed decision-making across operational teams.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

We’re reviewing applications as they come in, so apply early to avoid missing out.