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Team Manager - Customer Support Development Team

Reporting to: Business Lead - Customer Support
Team: Frontline Regulation
Contract type: Permanent
Salary: From £33,057 per annum
Location: Brighton
Closing date: Friday 17 January 2020

Job ref: 1741

TPR grade 9: Lead Associate

About us

TPR is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


We are looking for a dynamic people manager to work within the Customer Support team. The Customer Support manager will manage a team that provides training, quality assurance and knowledge management predominately for the Customer Support team but also for the wider Frontline Regulation (FLR) directorate.


You will:

  • manage the training portfolio for Customer Support and directorate inductions
  • design, implement and manage a quality assurance framework across the directorate
  • manage a team of coaches to continually drive and improve team performance
  • identify and drive continuous improvement
  • manage the maintenance of the team's online knowledge database to ensure information is relevant and up to date

Essential criteria

  • experience of leading, developing and motivating a contact centre support team in a reactive environment

  • extensive knowledge of quality assurance frameworks obtained in a regulated environment

  • understanding of coaching techniques and methodologies gained through qualification and or/broad practical experience

  • understanding of training techniques and methodologies gained through CIPD qualification in training or equivalent and practical experience

  • knowledge of customer service call handling techniques gained through extensive contact centre experience in a leadership role

  • knowledge of customer journey mapping and experience of using mapping to deliver quality customer service

  • in depth knowledge of continuous improvement techniques and strategies to drive service improvements gained through broad practical experience

Person specification

  • proactive and flexible
  • ability to prioritise and use initiative
  • problem solving and analytical skills
  • communication skills at all levels
  • attention to detail and accuracy

Salary and benefits

As well as a starting salary of £33,057, we offer:

  • Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
  • discretionary bonus arrangements
  • access to performance related pay progression
  • 25 days annual leave provision
  • flexible working arrangements
  • development opportunities
  • enhanced parental leave arrangements
  • a free employee assistance programme
  • an excellent office location in Brighton

How to apply

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation. TPR welcomes applications from the BME and LGBT communities who are currently under represented at TPR.

Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.

Applications will be considered on a part time and job share basis.

Please send your CV and a covering letter quoting ref 1741, with details of how your experience and skills meet our essential criteria to  and inform your line manager of your application.

Employees within their first 12 months of employment who want to apply for this vacancy should first contact their line manager to discuss their application.

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email