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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional member experiences.
- Company: Join a supportive credit union that values people over profit.
- Benefits: Competitive salary, hybrid working, enhanced leave, and professional development.
- Other info: Great Place to Work certified with excellent career progression opportunities.
- Why this job: Make a real difference in your community while developing your leadership skills.
- Qualifications: Experience in customer service leadership and a passion for helping others.
The predicted salary is between 26500 - 26500 £ per year.
We’re looking for a motivated and people-focused Member Services Team Leader to join our growing credit union. This is more than a leadership role - it’s an opportunity to shape exceptional member experiences while guiding a team that genuinely cares about the communities we serve.
As our Member Services Team Leader, you’ll be at the heart of our member experience - leading from the front, supporting your team, and ensuring every interaction reflects our values. You’ll oversee day-to-day operations, coach and develop your team, and drive service excellence across all channels.
What You’ll Be Doing
- Leading, coaching, and inspiring the Member Services team to deliver outstanding service
- Acting as the first point of escalation for complex member queries
- Monitoring performance and supporting the team to achieve goals
- Ensuring compliance with regulatory requirements and internal policies
- Identifying opportunities to improve processes and enhance the member journey
- Supporting wider business initiatives and contributing to a positive team culture
What We’re Looking For
- Proven experience in a customer service or member-facing leadership role
- Strong people management skills with a passion for developing others
- Excellent communication and problem-solving abilities
- A proactive mindset with the confidence to make decisions
- A genuine commitment to delivering fair and ethical service
- Experience within financial services (credit union, banking, or similar) is desirable
What We're Offering
- You don’t need to have any experience in a Credit Union as full training is provided.
- Hybrid working is available for all employees, with a minimum 3 days at our offices in Birmingham (between 9am and 4:30pm) and the rest from home if you prefer.
- We offer enhanced leave, an employer-contributed pension scheme and a friendly and relaxed working environment where you will be supported to develop yourself and your career.
Serve and Protect is a great place to work, but don’t take our word for it! We are a Great Place to Work certified company and also earned a place on the Best Workplaces (Small), Best Workplaces for Wellbeing (Small) and Best Workplaces in Financial Services and Insurance (Small & Medium) in 2024.
Why Join Us?
- Be part of an organisation that puts people before profit
- A supportive, collaborative team environment
- Opportunities for professional development and progression
- Competitive salary and benefits package
Ready to Apply?
If you’re ready to take the next step in your career and lead a team that makes a difference every day, we’d love to hear from you.
Member Services Team Leader in Birmingham employer: Serve and Protect Credit Union
Contact Detail:
Serve and Protect Credit Union Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Services Team Leader in Birmingham
✨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 members and what values they promote. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or resolved a complex issue. We want to hear about your experiences, so be ready to share how you inspire and support others in a customer service environment.
✨Tip Number 3
Prepare questions for your interview that reflect your interest in the role. Ask about their approach to member service excellence or how they support team development. This shows you're not just looking for any job, but you're keen on making a real impact at their credit union.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Member Services Team Leader in Birmingham
Some tips for your application 🫡
Show Your Passion for People: When writing your application, let your enthusiasm for helping others shine through. We want to see how you genuinely care about member experiences and how you can inspire your team to do the same.
Highlight Relevant Experience: Make sure to showcase any previous leadership roles or customer service experience you've had. We’re looking for proven skills in managing teams and delivering excellent service, so don’t hold back on those achievements!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your skills and experiences, as we appreciate a well-structured application that’s easy to read.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with our team!
How to prepare for a job interview at Serve and Protect Credit Union
✨Know Your Member Services Inside Out
Before the interview, make sure you understand the core values and mission of the credit union. Familiarise yourself with their services and how they impact member experiences. This will help you demonstrate your genuine interest in the role and show that you’re ready to lead a team focused on exceptional service.
✨Showcase Your Leadership Style
Be prepared to discuss your leadership approach and how you inspire and develop your team. Think of specific examples where you've successfully coached others or resolved complex issues. This will highlight your people management skills and your commitment to fostering a positive team culture.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Prepare scenarios where you had to handle difficult member queries or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Emphasise Your Commitment to Ethical Service
Given the importance of compliance and ethical service in financial roles, be ready to discuss how you ensure fair treatment for all members. Share any relevant experiences that demonstrate your proactive mindset and dedication to upholding regulatory requirements while enhancing the member journey.