Role Purpose

Location: Chatham, Kent.

As a Team Lead across the frontline servicing division, you will lead, coach, and develop a team of approximately 10 front-line agents responsible for delivering exceptional service and support to customers, including those in complex or vulnerable circumstances. You will ensure the consistent achievement of key performance indicators (KPIs), use data and insight to foster continuous improvement, and champion initiatives that streamline processes and improve customer experiences. You will dedicate a substantial portion of your time (up to 30%) to identifying and supporting process improvements, leveraging frontline insights to inform automation, digital enhancements, and re-engineering of complex workflows. You will play a pivotal role developing your team, managing risk, ensuring compliance, and collaborating cross-functionally to deliver the best possible customer and business outcomes.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and inspire a team of 10 agents, ensuring they deliver high-quality, empathetic support and achieve team and individual KPIs (e.g., customer satisfaction, quality, compliance, productivity, SLAs).

• Foster a culture of accountability, continuous learning, and best practice, tailoring support and development to the needs of each team member and identifying emerging talent.

• Conduct regular individual and team performance reviews, providing actionable feedback and targeted coaching.

Performance Management & Data-Driven Improvement

• Monitor and analyse a variety of data sources (KPIs, dashboards, call listening, QA, customer feedback) to assess individual and team performance.

• Identify trends, performance gaps, opportunities for improvement, and design appropriate action plans to uplift service quality and efficiency.

• Escalate and resolve issues proactively, using data and customer insights to drive change.

Process Excellence & Continuous Improvement

• Dedicate up to 30% of your time to reviewing customer and team interactions (calls, chats, digital correspondence, workflows) to identify process pain points and improvement opportunities.

• Collaborate cross-functionally with Product, Technology, and Operational teams to support automation, system enhancements, and re-engineering of complex processes.

• Champion and embed process changes, ensuring they improve customer journeys, efficiency, compliance, and accessibility, especially for vulnerable or high-risk customers.

Compliance, Risk & Quality

• Ensure your team's customer interactions meet regulatory and compliance standards relevant to all customer segments, with particular attention to those in vulnerable or complex situations.

• Promote risk awareness, adherence to policies, and corrective action where necessary.

• Support in embedding governance, quality frameworks, and change management initiatives within the team.

Stakeholder Engagement & Communication

• Communicate performance, risks, best practices, and improvement recommendations to the relevant Head of Department and across teams as required.

• Act as an advocate for frontline feedback and customer insight, driving positive change through cross-functional collaboration.

Experience & Skills

• Proven experience managing or supervising customer-facing, operations, or support teams in a regulated, fast-paced, and/or tech-enabled environment.

• Experience in driving the performance and development of individuals and teams against ambitious targets.

• Analytical skills, with the ability to interpret a range of data sources (dashboards, QA, customer feedback) to inform coaching and process improvements.

• Demonstrated ability to motivate, coach, and develop a diverse team; skilled at recognising and nurturing emerging talent.

• Comfortable working with CRM/case management systems, digital platforms, and supporting technology-driven change (automation, AI, etc.).

• Strong written and verbal communication skills, with the ability to engage, motivate, and influence at all levels.

• Experience working within compliance, risk management, or regulated environments is desirable.

Behaviours & Approach

• Champions a customer-first mindset: committed to delivering compassionate, fair, and tailored support, particularly for customers in vulnerable or complex situations, while always seeking opportunities to enhance efficiency and streamline the customer journey.

• Proactive and solutions-oriented; thrives on analysing problems, leading change, and delivering continuous improvement.

• Data- and insight-driven; uses evidence to inform decision-making and team management.

• Inclusive leader, motivating teams through change and fostering a culture of development, accountability, and collaboration.

• Personally resilient, adaptable, and accountable; able to balance customer, business, and risk priorities.

• Embraces technology, innovation, and new ways of working to deliver better outcomes for customers and colleagues.