Customer Service Team Leader

Propel Holdings Inc.; Nottingham; On-site; GBP 34,000; Full time

Job summary

A global financial services company based in Nottingham is seeking a Customer Service Team Leader to lead a team of advisors. The role involves ensuring high-quality customer interactions and managing team performance. With a starting salary of £34,000, this job offers hybrid working arrangements and various benefits including holiday, pension, and training support.

Benefits

33 days holiday (incl. bank holidays)

7% matched pension

Modern offices

Training support and progression options

Qualifications

• Experience in leading a team of at least 7 advisors.
• Ability to manage performance against service metrics.
• Comfort in supporting customers in complex scenarios.

Responsibilities

• Lead a team of approximately 7 Customer Service Advisors.
• Ensure compliance, accuracy and quality in customer interactions.
• Manage daily workflow to maintain team efficiency.

Skills

Leadership in service environment

Coaching and motivational skills

Performance management against metrics

Collaborative approach

Customer service experience

Job description

Customer Service Team Leader

Propel Holdings

Salary: £34,000 per annum

Location: Propel Holdings, Floor 8, Waterfront House, Station Street, Nottingham, NG2 3DQ
Hybrid: 3 days office, 2 days home (must live within a commutable distance)

Role Overview

• Lead a team of approximately 7 Customer Service Advisors and 1 Senior Advisor
• Shape a coaching‑led, empathetic, performance‑positive culture
• Ensure compliance, accuracy and quality in all customer interactions
• Manage daily workflow, adherence and productivity to maintain team efficiency
• Collaborate with other 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 – empathy, clarity and fair outcomes
• Positive customer resolution rates and reduced complaints escalation
• Team development and retention – a motivated, supported team with clear expectations and progressing 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

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
• Reside within a reasonable commute of Nottingham

Benefits On Offer

• Closing date: End of November (applications reviewed in real time)
• Working arrangements: Rotating shifts 8am‑6pm Monday‑Friday, 1 in 3 Saturdays (work from home), rotational bank holidays; hybrid office/home (3 days office, 2 home)
• Starting salary: £34,000
• 33 days holiday (incl. bank holidays)
• 7% matched pension
• Modern offices
• Plenty of training support and progression options
• Opportunity to work for a global financial services business

Contact

Danielle Hughes

Job Reference: JN-112025-6877288Z