At a Glance
- Tasks: Lead a team to ensure quality assurance and operational excellence in customer operations.
- Company: Join Standard Life, a leader in retirement savings with a customer-first approach.
- Benefits: Enjoy a competitive salary, 38 days annual leave, private medical cover, and flexible working options.
- Other info: We value diversity and welcome applicants from all backgrounds.
- Why this job: Make a real impact by improving customer outcomes and leading a high-performing team.
- Qualifications: Experience in leading teams and overseeing quality assurance frameworks is essential.
The predicted salary is between 28800 - 28800 £ per year.
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.
Job Type: Fixed Term Contract (12 months)
Location: This role will be based from our Telford office with time spent working from home and from the office.
Flexible working: All roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process.
Salary and benefits: 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, 3x volunteering days and much more.
Who are we? We’re Standard Life, a retirement specialist focused entirely on retirement savings and income. We champion the belief that everyone’s journey to and through retirement can be better, and for more than 200 years, we’ve been helping our customers plan and prepare for their financial futures.
The role: 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.
What are we looking for?
- 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 want to hire the whole version of you. 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.
Customer Operations Team Leader in Telford employer: Phoenix Group
Phoenix Group is an excellent employer, offering a dynamic work environment in the heart of Edinburgh where you can thrive as an Investment Operations Analyst. With a strong emphasis on flexibility through a hybrid work model, employees benefit from a supportive culture that prioritises operational excellence and collaboration with diverse stakeholders. Additionally, the company provides comprehensive benefits, including a competitive salary, bonuses, and generous leave, ensuring that team members are well-rewarded for their contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Team Leader in Telford
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Phoenix Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Phoenix Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Operations Team Leader in Telford
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Phoenix Group.
How to prepare for a job interview at Phoenix Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Phoenix Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Phoenix Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
