Customer Operations Team Leader
Phoenix Group Holdings
Hitchin, England, United Kingdom
2d ago

Career Family, Level & Title : Team Leader Job Type : Permanent Hiring Manager : Daniel Whitmarsh

Closing Date : Role Purpose

Role Purpose

To manage a team in the provision of delivering learning solutions to Customer Services, promoting a culture of learning, ensuring that the Phoenix values are reflected in everything we do.

To constantly opportunities to improve our learning offering, taking an approach that focuses on colleague experience and accessibility.

Your Responsibilities

Conduct & Fair Customer Outcome responsibilities - Putting customer’s interests at the heart of how we conduct business.

Demonstrated through your individual behaviours with a clear focus on treating our customers fairly and delivering the right outcomes at all stages throughout the product lifecycle.

Culture Ensure you positively demonstrate and evidence the Phoenix values supporting the delivery of fair customer outcomes.

Key Role Responsibilities (These are the key deliverables and outcomes of the role)

Providing learning and development delivery which supports the Customer Services strategy

Monitoring current market and competitor trends, as well as emerging technologies that makes learning simpler and more personal

Constantly identifying opportunities to improve our learning offering, taking an approach that focuses on colleague experience and accessibility

Promoting a culture of learning, ensuring that the Phoenix values are reflected in everything we do

Maintaining a working knowledge of processes, standards, knowledge, and skills across the business in order to proactively and knowledgably support the development of our people

Supporting the development and validation of training solutions in order to maintain a skilled, knowledgeable, supported and effective team, delivering performance and customer service standard targets

Delivering training / development sessions as and when needed in the business sometimes at very short notice using a clear training track, ensuring that our colleagues know what they need to do and by when to reach and exceed a level of competence

Developing consistent standards and culture across the business by providing training and development support for trainers

Building strong relationships with key stakeholders to enable a collaborative approach to agree and collectively shape training needs across the operation

Work in partnership with Learning Design Lead to ensure operational training complies with legislative changes, standards, and good practice, communicating information and knowledge as required

Developing clear success criteria and evaluate all programmes to ensure solutions are fit for purpose and add value

Resource Management / Planning

Organises, prioritises and, where applicable, delegates work activities to efficiently accomplish tasks and meet objectives.

Includes the principles of time management and multi-tasking.

Plan team capacity so that ample and suitably trained team members are in place at all times

Manage team availability and utilisation effectively and fairly, anticipating and preventing resource constraints and underutilisation, or by promptly escalating to Manager with recommended solutions

Plan training to ensure appropriate intra and inter team versatility across the department

Deliver solutions that continuously improve customer outcomes and satisfaction, and improve quality

People management

Agree and set individual and team-level targets and operating standards. Monitor delivery against these and feedback achievement and failure against them.

Manage performance to ensure high recognition and feedback and that high performers are identified and continually motivated, and poor performance is managed in a timely manner and effectively

Lead daily 2-way communication briefings with progress reports and team performance feedback

Ensure that the team is informed and up to date and positive and engaged at all times about all aspects of the team and business climate.

Manage and deliver individual and team quality to agreed standards

Dimensions of role (This details the financial and non-financial responsibilities of the role)

Financial (E.g budget / revenue ownership or impact)

  • Budget - None
  • Non-Financial (E.g N.o. of direct employees)

  • Direct Reports c. 15
  • Key Interfaces / Relationships (Indicates what level the role interacts at and who the key contacts are. Please detail the relevant role title)


  • CS Reps / Analysts / QGs
  • CS Team Leaders
  • CS Managers
  • Other internal functions
  • External

  • Third part training providers
  • Skills

    Strong interpersonal, motivational & communication skills.

    Strong organisational & planning skills

    Ability to influence and persuade

    Ability to represent a management perspective and to sell and own ideas

    Ability to deliver individually and through teams

    Proven ability to adapt to change and have a flexible attitude to work

    A high level of computer literacy

    A high level of numeracy

    Ability to develop and deliver improving customer service skills

    Team outlook ability to collaborate and cooperate with peer Team Leaders

    Strong verbal communication style to deliver messages to individuals and team

    Working productively and making appropriate decisions in a busy environment

    Ability to analyse issues, preparing problem statements, generating options, put forward solutions, backed by data.


    Thorough knowledge and understanding of customer conduct and Treating Customers Fairly (TCF) principles

    Qualifications in line with company T&C’s

    Detailed knowledge and awareness of capacity planning and forecasting


    Minimum 1-year experience of working in a regulated Financial Services company

    Ideally 3 years’ experience in customer facing or business support environment as a customer representative

    Previous experience of leading a team to deliver results ideally in a financial services situation


    CII learning and exams

    5 GCSE’s (Grade C or above including Maths and English) or equivalent

    Your Conduct Strategy Responsibilities (Conduct Strategy is the risk that a firm’s practices and behaviours could result in poor outcomes for customers)

    Internal Behaviours Ensure you positively demonstrate and evidence the ReAssure culture and the right behaviours that support the delivery of fair customer outcomes and that all internal processes and decisions / working practices you make / undertake, take into account the relevant risks and impacts to our customers.

    TCF Ensure you understand what the fair treatment of our customers’ means, noting you are expected to (a) achieve this at all times, and (b) treat our customers as you would like to be treated yourself.

    You should reinforce a strong Treating Customers Fairly (TCF) ethic across the business, by following our policies and practices, focusing on the delivery of consistently good customer service and outcomes consistent with the six guiding regulatory principles regarding TCF to understand our customers’ needs, deliver a service that achieves a positive experience and drive loyalty.

    Our External Behaviours Proactively feedback on areas where, despite our processes being fair and compliant, you observe that customers act in a way that is not consistent with that which we, as industry professionals, would expect to observe.

    Management can then assess opportunities (through both Strategic & Process changes) to improve the customer information needs / journey, in order to help advance customer interests and education.

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