Job Description

Lead a team of customer service advisors handling sensitive affordability conversations, driving performance, quality, and compliance while supporting customers and developing your team in a growing, people-first business.
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

Supportive culture with real development opportunitiesLead meaningful, empathy-driven customer conversations
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.

• Customer Service Team Leader
• Salary: 34,000
• Hybrid working: 3 days office and 2 days home based (Nottingham - must live within a commutable distance)
• Location: Propel Holdings, Floor 8, Waterfront House, Station Street, Nottingham, NG2 3DQ

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'll join a supportive business that genuinely values its people and invests in their development.
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

Skills Required