Team Leader - Customer Service Telephony Team
Team Leader - Customer Service Telephony Team
Apply locations Preston, Lancashire time type Full time posted on Posted 2 Days Ago job requisition id R2286
We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.
To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.
Customer Service Team Leader
Location: Preston (Fully onsite)
Salary: Up to £29,000 per year
Contract: Full-time, Permanent
Join Key Group – A Leading Force in Financial Services
Key Group has been helping people unlock a better retirement since 1998. As one of the most forward-thinking brands in financial services, we are committed to delivering exceptional customer experiences and shaping the future of later-life lending.
We are looking for a Customer Service Team Leader to join our More2Life Operations team. If you are passionate about leading and developing a high-performing customer service team while driving continuous improvement, this could be the perfect opportunity for you.
What You’ll Be Doing
1. Leading and motivating a team to meet and exceed customer service targets.
2. Ensuring all processes, policies, and compliance criteria are adhered to.
3. Conducting regular quality monitoring and providing coaching and feedback.
4. Driving continuous process improvement and operational efficiency.
5. Supporting personal development through one-to-ones and coaching.
6. Collaborating with internal teams and third-party partners.
What We’re Looking For
1. Experience in a fast-paced customer service or mortgage processing environment.
2. Previous leadership, coaching, or supervisory experience (preferred).
3. Strong attention to detail, compliance awareness, and problem-solving skills.
4. Excellent communication, relationship-building, and team leadership abilities.
5. Proactive, results-driven, and able to work effectively under pressure.
Why Join Us?
1. Holidays: 23 days + bank holidays (rising to 28 with service).
2. Hybrid Working: 2 days from home per week.
3. Wellbeing Support: Simply Health, life assurance & wellbeing initiatives.
4. Pension: Tier 1 pension scheme (5% employee, 8% employer).
5. Career Growth: Development opportunities within a market-leading company.
At Key Group, we live by our values:
Ambitious | Supportive | Personal | ️ Integrity | Responsive | Expert
If you’re ready to take the next step in your career and thrive in a dynamic, customer-focused environment, we’d love to hear from you!
About Us
Key Group
Our purpose is to help people finance a better retirement.
Our mission is to be the UK's leading later life lending company.
Our connected portfolio of brands comprises of Key (The adviser), Key Partnerships (The partner), more2life (The lender) and Air Group (The Coach).
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