Team Leader in Sheffield

Capita Pensions Solutions is looking for a Team Manager to join our team on a permanent basis. As a Team Manager you will lead and develop a team of 16-20 Customer Service Representatives to deliver a high-quality service, enabling continual service delivery and team performance improvements – all the while ensuring adherence to process and client/compliance standards.

Working hours: Monday to Friday, with shift patterns between the core hours of 8am and 6pm, 37.5 hours per week.

Location: Office based role Monday to Friday - Sheffield Hartshead House, Cutlers Gate.

• Empowering the team and providing support to ensure staff increase their technical competency, improving the efficiency of their delivery and achieving the agreed level of quality output, whilst ensuring individual, team, and departmental objectives are met.
• Motivating, leading and inspiring the team to deliver excellent customer service.
• Resource management including daily/weekly demand data analysis and evaluation of resource availability to ensure contracted and operational targets are achieved, not only within your own team but also by supporting other teams as and when required.
• Ensuring the team self-adhere to company absence, conduct and capability policies and complying with quality management systems, regulations and policies from Capita and relevant regulatory bodies.
• Actively representing the team in department and company activities and projects, engaging with the team in discussions and plans.

• Management experience within a contact centre environment, with a strong understanding of day‐to‐day operations, including experience managing teams of 15 or more staff.
• Proven people management skills, demonstrating the ability to confidently lead, support, and develop a team.
• Strong leadership qualities, with experience applying core management disciplines such as motivation, planning, performance management, and change management.
• Experience handling employee relations (ER) matters, with the ability to manage sensitive situations professionally and in line with policy.
• Excellent prioritisation and time‐management skills, with the ability to manage multiple responsibilities effectively.
• Clear and confident communication skills (verbal and written), able to navigate conflicting viewpoints and adapt communication style to different audiences.
• Good working knowledge of Microsoft Office applications, including Excel.
• Data analysis skills, with the ability to interpret information and use insights to drive improvements.
• Project management skills, with the capability to understand and interpret project plans, track progress, and support delivery.
• Strong stakeholder management skills, building effective working relationships across teams.
• Working knowledge and experience of pensions, especially DB and DC schemes (desirable).
• Familiarity with the Civil Service Pension Scheme (desirable).

Please note that this role requires enhanced security clearance, and full details can be found in the link below. One of the key requirements is continuous UK residency for the past five years, so please only apply if you meet this criterion.

Capita Pension Solutions is one of the UK’s leading pension firms. We provide an unrivalled breadth of services to over 600 schemes covering over 6 million members. Our team use their experience, insight, expertise, and latest technology to deliver personalised end to end solutions to meet all of their clients’ pension needs. Our services include pensions administration, data & remediation solutions, software, actuarial, investment, scheme management, and member communications.

• Remote working – work from wherever you’re happiest in the UK
• Competitive salary
• 23 days’ holiday, rising to 27 (pro rata) – plus the option to buy more after qualifying period
• Paid volunteering day with a charity of your choice
• Generous family leave policies – including 15 weeks’ fully paid maternity, adoption, and shared parental leave
• Cycle2Work scheme, pension, life assurance, and more

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you.