Customer Operations Team Leader

We have an incredible opportunity to join us here at Phoenix Group as a Team Manager within our Customer Operations team.We have an incredible opportunity to join us here at Phoenix Group as a Team Manager within our Customer Operations team.Job Type: PermanentLocation: EdinburghSalary: From 32k depending on experience plus 8% bonus up to 16%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much moreWho are we?We want to be the best place that any of our 6,600 colleagues have ever worked.We''re the UK''s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We''re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we''re not done yetThe roleYou will lead, motivate and inspire a team of Customer Operations Representatives in our Workplace Telephony Department and be accountable for the team''s delivery and success against Customer Operations goals to deliver exceptional service to our customers.Act as the key channel for open and timely communication both in and out of the team, raising, understanding, resolving, and learning from both operational and performance issues within the team.You will identify key areas for individual and team development, along with creating team training and development plans and ensuring any local training needs are met.Use analytic skills to make informed conclusions and drive actions for success whilst looking for opportunities to improve the customer experienceWhat We''re Looking For- Previous Contact Centre Management experience in pensions industry- Strong background in operational leadership to motivate, lead, coach and develop our teams to continue to deliver service excellence to our customers- Ability to see the bigger picture and to think wider than the immediate team- Ideally have experience of managing change and mitigating risk along with previous experience within Financial Services- Qualified in CF1 & FA2 (Pensions Administration) or equivalent qualificationsWe want to hire the whole version of you.We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we''ve advertised and you believe that you can bring value to the role, we''d love to hear from you.If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.Find out more about #LifeAtPhoenix- Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates- Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-usSenior Managers Certification Regime (SMCR)This role is covered by the Senior Managers & Certification Regime (SM&CR) as a certified role. Therefore, this role is subject to annual certification by Phoenix Group, as well as regulatory compliance standards. Anybody performing this role will be subject to:- PRA Individual Conduct Standards- FCA Senior Individual Conduct RulesFurther information on the Senior Managers & Certification Regime can be found on the FCA website.#LI-KM1 #LI-HYBRID

Created: 2025-07-04