Customer Service Team Leader
External
Mgpru · BathPrepare for this interview
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About the role
This role is responsible for leading a high performing Customer Services team to deliver consistently strong customer outcomes. You will set clear expectations, role model M&G values, and create an environment where individuals are supported, challenged, and developed to succeed. You will lead a team responsible for supporting a wide range of customer servicing needs in a contact centre environment, combining strong people leadership with deep platform knowledge to drive performance, resolve complexity, and ensure high quality service delivery. We're looking for an experienced leader with a proven track record in fast paced, demanding environments, who brings both leadership credibility and strong technical/platform expertise. Key Work Level Accountabilities - Experienced Colleague Accountable for delivering high quality service through strong experience and platform knowledge Ensures the team consistently meets performance and service standards Applies judgement within established frameworks to manage complexity and solve problems Uses experience and expertise to drive outcomes and continuous improvement
Responsibilities
- Lead, develop, and performance manage a Customer Services team
- Act as part of the wider operational leadership team, driving collective outcomes
- Provide credible leadership underpinned by strong platform knowledge and expertise
- Use technical and operational insight to support decision making and drive continuous improvement
- Coach and develop team capability, building both performance and knowledge depth
- Maintain high engagement and motivation, particularly through change
- Manage people issues confidently and effectively
- Key Knowledge, Skills & Experience
- Proven people leadership experience with strong performance outcomes
- Deep and broad platform knowledge , with the ability to apply expertise across varied scenarios
- Experience operating in fast-paced, complex environments
- Strong ownership and accountability for team performance
- Excellent communication, coaching, and stakeholder engagement skills
- Confident decision-maker, able to manage performance and drive improvement
- Location: Bath or Stirling
Benefits
Additional Information
Our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions. Through telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.
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