Interim Contact Support Team Leader

About the role

Hartley Pensions, a SIPP and SSAS operator based in Bristol, is seeking an Interim Contact Support Team Leader to manage its client contact function during a transitional period. The role is office‑based, 35 hours per week, and reports to senior management.

Key responsibilities

• Lead a team of Contact Support Administrators, modelling best practice in client interactions.
• Handle inbound calls and emails from clients, IFAs and other stakeholders, providing professional and empathetic service.
• Monitor and triage the shared mailbox, ensuring all correspondence is responded to within SLA and correctly filed.
• Track team performance metrics (call volume, email response rates, average wait time) and produce regular management information.
• Provide coaching, feedback and training plans to improve individual and team KPIs.
• Escalate complex queries and act as the point of contact for senior management and IT systems teams.

Required profile

• Proven experience in a regulated financial services environment, preferably pensions.
• Demonstrated ability to lead and motivate a customer‑facing team.
• Strong analytical mindset with attention to detail and adherence to service level agreements.
• Excellent communication skills, both written and verbal.

Required skills

What we offer

• Competitive daily rate, dependent on experience and interview performance.
• Contract role through an umbrella payroll provider, inside IR35.
• Opportunity to work in a supportive, collaborative office environment in central Bristol.