This role offers a competitive salary, hybrid working (Cardiff office, 1 day a week on Wednesdays), 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.

Salary £30,000 – £35,700 per annum

About the role

The Team Leader ensures the account management team delivers consistent, high-quality client engagement that drives retention and minimises cancellations. This role leads performance through structured call quality reviews, targeted coaching, and disciplined team management, building the capability and focus needed to meet retention objectives and support the long-term success of the scheme.

Key responsibilities include:

• To To live the Which? values embodying the behaviours that demonstrate that we care, we're brave, we make it happen and we're connected.
• To lead a high performing team, including fostering an inclusive culture, supporting the development, engagement and performance of your team to deliver excellent results in line with our organisational objectives and requirements
• Use data, feedback and trends to steer the team's approach to reducing cancellations and strengthening long-term client relationships.
• Ensure adherence to all operational processes, quality standards and compliance requirements, keeping the team aligned with business expectations.
• Work closely with team leaders, managers and cross-functional teams to share insights, influence improvements and keep frontline messaging aligned with business changes.

About you:

You are an experienced people leader with a proven track record of driving strong performance in client-facing teams. You bring confident coaching skills, a sharp eye for quality, and the ability to motivate others toward clear retention goals. You thrive in a fast paced environment, communicate with clarity, and know how to build a team that delivers consistent, high standard client experiences.

The interview process for this role involves:-

• 1 hour competency based interview
• 45 min roleplay including brief sharing & prep time

Benefits

 We also have these benefits for you to consider:

• 35 hour working week
• Generous 28 days holiday a year plus Bank Holidays & Option to buy additional days
• Excellent pension scheme – when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)
• Discount site Pluxee which offers large %% off every day shopping and holidays
• Annual Award (depending on employee and company performance)
• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
• A discretionary death in service benefit provision equivalent to six times your annual salary
• Free access to Which? member content and free access to Which? money & legal helplines
• Free wills for all Which? employees, plus, partners of employees can make their will at cost price.
• Work from (almost) anywhere” for 4 weeks of the year policy

About Which?

We promote a great work-life balance (all our roles are now hybrid), offering flexible working options in addition to a full time working week (35 hours) e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at recruitment@which.co.uk.

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on our Careers site.

At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We are proud that we are in the ‘Top 25 Inclusive Employers' List and currently ranking 3rd.

 We want to receive applications from everyone. We believe that a diverse workforce helps us to understand and create a positive impact for consumers. 

As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance you need with applying (i.e., would like to apply by phone or post), email recruitment@which.co.uk. Find out more about the Disability Confident Interview Scheme here.

Please note you must meet the essential criteria listed within the Role Profile, to have your application reviewed and we reserve the right to withdraw this advert at any given time due to the number of applications received.