Team Manager - Customer Support

Overview

Role title: Team Manager - Customer Support

TPR grade & pay group: 8 - Specialist

Directorate: Market Oversight

Salary: from £46,211 per annum, depending on skills and experience

Contract type: Permanent

Location: Brighton/hybrid 6/8 days per month in the office

Responsibilities

• Lead, develop and motivate your team to ensure calls and correspondence are answered within agreed time scales and in an appropriate manner
• Support the Head of Department and liaise across the business to keep Customer Support in line with TPR’s strategic direction and regulatory priorities
• Manage the effective 1st line risk assessment along with the identification and escalation of medium and high risks
• Create a learning culture in the team and promote the benefits of ongoing learning
• Develop and lead ‘voice of the customer’ initiatives with the aim of improving service
• Help us evolve our service using omnichannel ways of working and emerging AI-enabled support tools

You Will

• Resource, motivate, develop and inspire a team of customer service and senior customer service advisers to achieve internal SLAs
• Actively ensure the processes, objectives and strategy within Customer Support facilitate growth, increase productivity and deliver customer and employee satisfaction
• Coach, support and develop your team members to enable them to deal with complex customer queries
• Engage with and influence internal and external stakeholders to deliver consistent messages in relation to customer enquiry handling

The Team

You will work closely with the Executive Director and Directors across Market Oversight, as well as other internal colleagues including the Operations Lead for Market Oversight, and other business support functions. You will also interact with partners across TPR and external stakeholders.

TPR Offers

• Genuine opportunities for learning and development.
• A values-led, inclusive environment.
• Hybrid working and flexible shift patterns.
• A vibrant workplace with employee networks (Disability, Family, LGBT+, Minority Ethnic, Mental Health, Women’s).

Rewards And Benefits

We offer 25 days annual leave plus bank holidays, a hybrid working model, 35 hour working week (full-time), flexible working patterns, and flexitime. We also provide parental leave, as well as a Civil Service Pension with an average employer contribution of 28.97%. Our dedicated benefits portal (Edenred) offers retail, gym, tech and restaurant discounts, and a cycle to work scheme.

Find Out More

Our culture: TPR strives to be a high-performing organisation and prioritises people’s growth and well-being. We offer various learning, secondment and development opportunities, support flexible working, and foster a diverse and inclusive environment. Equality, diversity and inclusion are important to us and we strive to ensure equal opportunity to succeed. Our modern Brighton offices are in Telecom House overlooking Preston Park and are designed to be accessible by design.

About The Pensions Regulator

With a career at TPR, you’ll be joining an organisation with real purpose and diverse skills and experience that positively impact millions. Everyone at TPR helps keep more than £2trn of savings safe. Our corporate strategy outlines a bold vision for pensions regulation to evolve with the landscape. We’re committed to diversity and inclusion and to providing a supportive, inclusive, and dynamic work environment.

Application and Selection

To avoid disappointment, submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. Current TPR employees should discuss their application with their line manager. We welcome applications on a part-time and job-share basis. TPR does not offer visa sponsorship; applicants must have the Right to Work in the UK for the duration of employment.

Selection and interview information: If shortlisted, we’ll contact you after the closing date. We aim to respond to every application, but this can take time with high volumes. Disabled applicants who meet the essential criteria will be offered an interview as part of our Disability Confident commitment. Diversity and inclusion are integral to our recruitment and workplace culture.

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