Customer Service Team Supervisor

4 weeks ago

Crawley, West Sussex, United Kingdom The People's Pension Full time
Position Overview

As a Customer Service Team Supervisor, you will be responsible for guiding team members in delivering outstanding client support and technical assistance, customized to meet the unique needs of our customers throughout their engagement with The People's Pension.

Your role will involve fostering an environment where team members can cultivate and sustain customer trust and confidence, thereby enhancing satisfaction and retention for clients, advisors, and third-party stakeholders.

Additionally, you will play a crucial role in monitoring and managing the skill set of all team members, promoting their growth and professional development.


Key Responsibilities:

  • Oversee the team's performance in alignment with established objectives and key performance indicators, ensuring that exceptional service levels are consistently met.

  • Direct resources effectively to optimize productivity and achieve agreed service standards. Participate in the recruitment process for new team members.

  • Lead and manage staff in accordance with company policies and procedures, including training (both regulatory and internal), one-on-one meetings, performance evaluations, and handling disciplinary and grievance matters.

  • Manage relationships with customers, business partners, and strategic partners, including third-party providers, ensuring that all service and technical inquiries are addressed to the customer's satisfaction through various communication methods such as phone, webinars, and in-person meetings.

  • Supervise the execution of tasks, ensuring accuracy and compliance. Certain tasks may require daily review under specific circumstances.

Required Experience:

  • Experience in an operational pension or financial services setting.
  • Proven people management skills.

Essential Skills:

  • Proficient in Microsoft Office applications.
  • Understanding of pension regulations, particularly auto-enrollment.
  • Exceptional customer service capabilities.
  • Ability to collaborate effectively across various business units.
  • Empathy and understanding of customer needs.
  • Strong communication, interpersonal, and presentation skills.
  • Capacity to meet deadlines under tight time constraints.

The People's Pension is committed to equal opportunity employment. We believe in treating everyone with fairness, dignity, and respect. We strive to ensure that all individuals, including applicants, are given equal opportunities to perform at their best and showcase their abilities.

We are also a disability-friendly employer. If you require any reasonable adjustments to be made during the recruitment process to help you present your best self, please inform us.


Employee Benefits:

Our employees are our greatest asset, and we prioritize recognizing and rewarding their contributions. We offer a competitive pension plan, comprehensive health care coverage, access to an onsite gym, personal training services, and wellness activities.

For those looking to refuel, our subsidized dining options are available. Explore more about The People's Pension's employee benefits, including our training programs designed to support career development.

Please note that any employment offer is contingent upon successful completion of pre-employment screening, which includes verification of the right to work, five-year referencing (including gap verification), and background checks.

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