Capita Pensions Solutions is looking for a Team Manager to join our team on a permanent basis. As a Team Manager you will lead and develop a team of 16-20 Customer Service Representatives to deliver a high-quality service, enabling continual service delivery and team performance improvements – all the while ensuring adherence to process and client/compliance standards.
Working hours: Monday to Friday, with shift patterns between the core hours of 8am and 6pm, 37.5 hours per week.
Location: Office based role Monday to Friday - Sheffield Hartshead House, Cutlers Gate.
Job title:
Team Leader
What you’ll be doing:
Empowering the team and providing support to ensure staff increase their technical competency, improving the efficiency of their delivery and achieving the agreed level of quality output, whilst ensuring individual, team, and departmental objectives are met.
Motivating, leading and inspiring the team to deliver excellent customer service.
Resource management including daily/weekly demand data analysis and evaluation of resource availability to ensure contracted and operational targets are achieved, not only within your own team but also by supporting other teams as and when required.
Ensuring the team self-adhere to company absence, conduct and capability policies and complying with quality management systems, regulations and policies from Capita and relevant regulatory bodies.
Actively representing the team in department and company activities and projects, engaging with the team in discussions and plans.
What we’re looking for:
Management experience within a contact centre environment, with a strong understanding of day‑to‑day operations, including experience managing teams of 15 or more staff.
Proven people management skills, demonstrating the ability to confidently lead, support, and develop a team.
Strong leadership qualities, with experience applying core management disciplines such as motivation, planning, performance management, and change management.
Experience handling employee relations (ER) matters, with the ability to manage sensitive situations professionally and in line with policy.
Excellent prioritisation and time‑management skills, with the ability to manage multiple responsibilities effectively.
Clear and confident communication skills (verbal and written), able to navigate conflicting viewpoints and adapt communication style to different audiences.
Good working knowledge of Microsoft Office applications, including Excel.
Data analysis skills, with the ability to interpret information and use insights to drive improvements.
Project management skills, with the capability to understand and interpret project plans, track progress, and support delivery.
Strong stakeholder management skills, building effective working relationships across teams.
Working knowledge and experience of pensions, especially DB and DC schemes (desirable).
Familiarity with the Civil Service Pension Scheme (desirable).
Please note that this role requires enhanced security clearance, and full details can be found in the link below. One of the key requirements is continuous UK residency for the past five years, so please only apply if you meet this criterion.
National security vetting: clearance levels - GOV.UK
About Capita Pensions Solutions
Capita Pension Solutions is one of the UK’s leading pension firms. We provide an unrivalled breath of services to over 600 schemes covering over 6 million members. Our team use their experience, insight, expertise, and latest technology to deliver personalised end to end solutions to meet all of their clients’ pension needs. Our services include pensions administration, data & remediation solutions, software, actuarial, investment, scheme management, and member communications.
What’s in it for you?
🤝 Customer first, always🧑💻 Fearless innovation✅ Achieve together💙 Everyone is valued
What we hope you’ll do next
Select Apply now to complete our short application and tell us more about you.
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Location:
Sheffield
,
United Kingdom
Time Type:
Full time
Contract Type:
Permanent
Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences.
Operating across eight countries, Capita’s 34,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.4bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions.
We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders.
