Customer Services Team Leader

Customer Services Team Leader

Bromley

Full-Time

Permanent

At Foresters Financial, we are here to enrich the lives of our members, their families and the communities they live in. Guided by our purpose and values, we are proud to combine financial strength with care, compassion and a long term outlook. As a Customer Service Team Leader, you’ll bring this to life every day helping your team deliver meaningful support that makes a real difference.

You will lead a team of 6–12 New Business Customer service Advisors, supporting them to provide thoughtful, high-quality service from first contact through to the end of the contract term. Working closely with the Customer Services Manager, you will create a positive, inclusive environment where people feel valued, supported and empowered to do their best work.

What you’ll be doing

• Leading day to day team activity to deliver excellent service aligned to agreed service levels and member needs
• Creating a supportive, inclusive team culture where colleagues can thrive and grow
• Coaching and developing team members, providing regular feedback to build confidence and capability
• Monitoring quality and performance, encouraging continuous improvement and accountability
• Identifying development needs and shaping tailored training and development plans
• Handling customer complaints with care and fairness, ensuring positive outcomes
• Driving efficiencies and improvements in processes, including automation where appropriate
• Keeping procedures simple, effective and up to date
• Managing processes, risks and change responsibly within agreed frameworks
• Contributing to broader team and business priorities as needed

What you’ll bring

• Experience leading a customer service team in a contact centre environment
• A genuine passion for developing others and helping people succeed
• Strong organisational skills, with the ability to prioritise and meet deadlines
• Confidence in managing performance and improving team outcomes
• Sound judgement and the ability to identify and manage risk
• Financial Services experience is helpful, but not essential

What we offer

At Foresters, we invest in our people so they can grow, thrive and make a difference:

• 10% discretionary annual bonus
• 25 days holiday plus bank holidays
• A paid volunteering day to support a charity or community cause that matters to you
• Holiday purchase scheme
• Contributory pension (we match up to 5% and add an additional 5%)
• Life cover (4x pensionable salary)
• Healthcare cash plan
• On-going development and training
• Wellbeing support programme

Working hours: 35 hours per week, Monday to Friday (rotational shifts: 08:30–16:15 and 09:15–17:00). After training, there’s the flexibility to work up to one day per week from home.

Why join us?

If you are motivated by purpose, passionate about developing people, and want to be part of an organisation that values community, care and long-term impact you will feel at home here. Join us and help shape experiences that truly matter.

About us 

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day.  We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. 

What we do 

We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley.