Key Responsibilities

• Lead, motivate and develop a team of Customer Service Advisers, fostering a positive, inclusive and accountable culture.
• Manage daily operations, service levels, workloads and resources to meet customer demand and performance targets.
• Monitor KPIs, service quality and member satisfaction, using data and management information to drive decisions and improve outcomes.
• Coach colleagues, manage individual and team performance, and support ongoing development and well-being.
• Handle complex member enquiries and escalations, ensuring fair and appropriate outcomes.
• Use CRM platforms, customer service systems, reporting dashboards and workforce management tools to monitor performance, identify trends and optimise service delivery.
• Lead team briefings, and implement process and technology-led improvements.
• Build effective stakeholder relationships to enhance service delivery and operational effectiveness.

The Person

You will have proven experience leading a customer service or contact centre team, with at least six direct reports and a strong track record of delivering results through effective people management, coaching and resource planning.

You will bring:

• Strong digital and technical capability, including experience using CRM and customer service platforms, reporting dashboards and operational systems.
• Confidence interpreting KPIs and performance data to identify trends, improve processes and support evidence-based decision-making.
• Experience managing performance, coaching colleagues and addressing under performance constructively.
• Excellent communication, stakeholder management and problem-solving skills.
• A resilient, collaborative and solutions-focused approach, with a commitment to continuous improvement.

Experience within a not-for-profit, membership-based or purpose-led organisation is advantageous but not essential. Relevant leadership or customer service qualifications are desirable.

If you are an experienced customer service team leader looking to make a difference, we welcome a conversation. Further details will be shared with suitable candidates at the appropriate stage.

• Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.