We’re looking for a motivated and people-focused Member Services Team Leader to join our growing credit union. This is more than a leadership role – it’s an opportunity to shape exceptional member experiences while guiding a team that genuinely cares about the communities we serve.
About the Role
As our Member Services Team Leader, you’ll be at the heart of our member experience – leading from the front, supporting your team, and ensuring every interaction reflects our values.
You’ll oversee day-to-day operations, coach and develop your team, and drive service excellence across all channels.
What You’ll Be Doing
- Leading, coaching, and inspiring the Member Services team to deliver outstanding service
- Acting as the first point of escalation for complex member queries
- Monitoring performance and supporting the team to achieve goals
- Ensuring compliance with regulatory requirements and internal policies
- Identifying opportunities to improve processes and enhance the member journey
- Supporting wider business initiatives and contributing to a positive team culture
What We’re Looking For
- Proven experience in a customer service or member-facing leadership role
- Strong people management skills with a passion for developing others
- Excellent communication and problem-solving abilities
- A proactive mindset with the confidence to make decisions
- A genuine commitment to delivering fair and ethical service
- Experience within financial services (credit union, banking, or similar) is desirable
What We’re Offering
You don’t need to have any experience in a Credit Union as full training is provided. Hybrid working is available for all employees, with a minimum 3 days at our offices in Birmingham (between 9am and 4:30pm) and the rest from home if you prefer. We offer enhanced leave, an employer-contributed pension scheme and a friendly and relaxed working environment where you will be supported to develop yourself and your career.
Serve and Protect is a great place to work, but don’t take our word for it! We are a Great Place to Work certified company and also earned a place on the Best Workplaces (Small), Best Workplaces for Wellbeing (Small) and Best Workplaces in Financial Services and Insurance (Small & Medium) in 2024.
Why Join Us?
- Be part of an organization that puts people before profit
- A supportive, collaborative team environment
- Opportunities for professional development and progression
- Competitive salary and benefits package
Ready to Apply?
If you’re ready to take the next step in your career and lead a team that makes a difference every day, we’d love to hear from you.
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