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For Companies At a Glance
- Tasks: Lead and coach a team to provide empathetic customer support.
- Company: Join Propel Holdings, a fair and transparent lending organisation.
- Benefits: Enjoy a £34,000 salary, 33 days holiday, and a matched pension.
- Why this job: Make a real difference in customer experiences while developing your leadership skills.
- Qualifications: Experience leading teams in a service environment and strong coaching abilities.
- Other info: Hybrid working with excellent training and career progression opportunities.
The predicted salary is between 34000 - 47600 £ per year.
Supportive culture with real development opportunities. Lead meaningful, empathy-driven customer conversations.
About Our Client
Salary: £34,000
Hybrid working: 3 days office and 2 days home based (Nottingham - must live within a commutable distance)
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 will 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
Customer Service Team Leader in Nottingham employer: Michael Page (UK)
Contact Detail:
Michael Page (UK) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Nottingham
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and what values they promote. This will help you tailor your answers to show you're a great fit for their supportive environment.
✨Tip Number 2
Practice your empathy-driven conversation skills. Think of examples from your past where you've handled sensitive situations or led a team through challenges. Being able to share these stories will demonstrate your leadership style and ability to connect with customers.
✨Tip Number 3
Don’t just focus on your qualifications; show your passion for customer service! Talk about why you love helping people and how you can contribute to creating a positive team culture. This will resonate well with the hiring managers at Propel Holdings.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and genuinely interested in joining their team.
We think you need these skills to ace Customer Service Team Leader in Nottingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Team Leader role. Highlight your leadership experience and any relevant skills that match the job description, like coaching and managing performance metrics.
Showcase Your Empathy: Since this role is all about leading meaningful, empathy-driven conversations, share examples in your application where you've successfully handled sensitive customer situations. This will show us you understand the importance of empathy in customer service.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We want to see your personality shine through, so don’t be afraid to let us know who you are!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role as soon as possible. Plus, it’s super easy!
How to prepare for a job interview at Michael Page (UK)
✨Know the Company Inside Out
Before your interview, take some time to research Propel Holdings. Understand their values, especially their commitment to fairness and transparency. This will help you align your answers with their culture and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach. Since this role requires a calm, people-first style, think of examples where you've successfully led a team through challenges. Highlight how you’ve motivated others and created a supportive environment.
✨Prepare for Empathy-Driven Scenarios
Expect questions about handling sensitive customer situations. Prepare specific examples where you've demonstrated empathy and problem-solving skills. This will showcase your ability to lead meaningful conversations, which is crucial for this role.
✨Metrics Matter
Familiarise yourself with key performance metrics like CSAT/NPS and compliance standards. Be ready to discuss how you've managed performance against these metrics in the past. This shows that you understand the importance of quality and efficiency in customer service.
