Customer Operations Team Leader (Norwich)

Servaada is Wipro UK entity, authorised by the Financial Conduct Authority (FCA), the UK financial services regulator, to undertake regulated activities on behalf of its clients, as an outsourced service provider.

Job Description:

About the Role:

Servaada, a Wipro company is looking for a Team Leader with previous experience in customer and client services.

As a Team Leader within our Customer Operations team, you’ll be leading and developing a team of Customer Operations Representative’s.

You’ll be responsible for the team providing a great quality service and customer experience by managing the team effectively through the efficient use of all resources, systems, and procedures.

You’ll also be responsible for ensuring a high-level of engagement amongst your team and making sure the team are clear on their own goals and how that aligns to the goals and strategy of the business area and the wider organisation. You will also set clear expectations of what high performance looks like.

Additionally, you will manage employees with performance issues and handle sensitive staff issues.

Key Responsibilities:

This role will suit you if you are a leader who is capable of effectively motivating and engaging people. You’ll be empathetic and capable of dealing with issues that arise within the team. You’ll also possess excellent time management skills and know when to escape issues further. You’ll also be comfortable managing a team through change.

• Customer Service – Provide award-winning customer support and be part of a supportive team that is all about doing the right thing for our customers.
• Accuracy – Maintain accuracy and accountability in an expanding and fast-paced environment.
• Teamwork – Recognise the importance of working together as a team to maximise team, department, and company results.
• Knowledge - Achieve and actively maintain skills and knowledge of the financial services industry. Focus on sharing knowledge and skills to continue to develop the team and its effectiveness.
• Development - Develop new processes and challenging existing ones to maximise efficiency and accuracy. Focus on personal development to achieve industry and career progression.

Your Benefits:

As a Team Leader you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.

The is a permanent role, and excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.

Essential Skills:

• Previous experience in a Team Leader, Supervisor, or Management role within a customer service environment.
• Experience within the financial services, banking, insurance, pensions, or regulated industry sector.
• Strong people management and coaching skills.
• Proven ability to manage performance and deliver operational targets.
• Knowledge of FCA regulations and customer-focused regulatory requirements.
• Strong communication, influencing, and stakeholder management skills.
• Experience handling customer complaints and escalated cases.
• Ability to interpret data and use MI to drive business decisions.
• Competent in Microsoft Office applications, particularly Excel and Outlook.

Desirable Skills:

• Experience working in pensions, life and pensions, insurance, or wealth management.
• Understanding of Consumer Duty and vulnerable customer principles.
• Leadership or management qualification.
• Experience of working within financial services and an Institute of Financial Planning certificate.
• Experience managing hybrid or remote teams.
• Computer literacy and willingness to learn new systems and technologies.

Personal Attributes:

• Customer-focused with a passion for delivering excellent service.
• Strong leadership presence and ability to inspire others.
• Resilient and adaptable in a fast-paced environment.
• Proactive and solution oriented.
• Highly organised with excellent attention to detail.
• Strong decision-making and problem-solving skills.
• Collaborative and supportive team player.
• Committed to developing others and promoting a positive working environment.

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to:

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct

Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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