Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?
Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.
Role: Contact Centre Team Manager (6 Month FTC)
Salary: £28-£35k
At Scottish Friendly, our customers are at the heart of everything we do. We're looking for an experienced and people-focused Team Manager to join our Customer Service team on a 6-month fixed-term contract.
This is an excellent opportunity for an engaging leader who thrives on coaching, developing and motivating teams to deliver outstanding customer outcomes. If you're passionate about people management, performance improvement and building high-performing teams, we'd love to hear from you.
What You'll Be Doing:
As a Team Manager, you'll lead a team of Customer Service Administrators, creating an environment where people can perform at their best whilst delivering exceptional customer experiences.
Key responsibilities include:
- Leading, coaching and developing team members to maximise performance and capability.
- Managing performance, attendance, employee relations issues and day-to-day people matters in line with company policies and procedures.
- Creating a highly engaged, customer-focused and accountable team culture.
- Supporting colleagues to achieve and maintain competence within their roles.
- Planning and prioritising workloads to ensure service standards and business objectives are achieved.
- Monitoring operational performance and identifying opportunities for improvement.
- Ensuring all activities are completed in line with regulatory, compliance and risk management requirements.
- Driving continuous improvement initiatives that enhance customer outcomes and operational efficiency.
- Working collaboratively with stakeholders across the business to deliver positive customer and commercial outcomes.
Supporting the delivery of Consumer Duty and Treating Customers Fairly (TCF) standards across the team.
-
What We're Looking For:
We're particularly interested in hearing from candidates who are experienced people leaders within a contact centre environment and have a proven track record of managing performance and developing teams.
.
You'll ideally bring:
- Significant experience leading and managing customer service or operational teams.
- Strong coaching, mentoring and employee development skills.
- Experience handling performance management, absence management and employee relations matters.
- A proactive and resilient leadership style with the ability to manage challenging situations effectively.
- Excellent stakeholder management, communication and influencing skills.
- Strong organisational skills with the ability to balance competing priorities.
- A customer-first mindset and passion for delivering excellent service.
Desirable Experience:
- Experience working within an outsourced contact centre environment.
- Experience within financial services or another regulated industry.
- Understanding of risk, compliance and regulatory requirements.
Knowledge of Consumer Duty, TCF and customer outcome frameworks.
-
Unfortunately we are unable to consider candidates with prebooked holidays in September or October
With assets under management of over £4.2bn and more than 853,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you.
We support life inside and outside work, offering:
Recognition awards: Win exciting prizes, including one weeks’ annual leave plus £3,000 spending money.
Refer-a-friend scheme: Earn rewards for bringing talented friends to our team.
Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.
Supporting the future: 10% employer pension contribution, 4 x group life cover.
Getting around: Access to cycle-to-work schemes, Electric Vehicle scheme* and travel loans.
Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice a variety of savings at top high street and online retailers.
Hybrid model with up three remote days per week, totaling 35 hours per week Monday to Friday.
We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don’t hesitate to let us know.
