0perations Customer Service Team Leader

Role Summary

Leading teams in an omnichannel environment to exceed SLA s, improve voice of customer metrics though continuous improvement and deliver first class customer journeys for our policyholders.

Responsibilities

• Responsible for training and coaching team members
• Leading teams daily
• Providing an excellent customer experience and responding to escalated customer queries, to resolve any issues as high priority
• Contributing ideas for continuous improvement
• Provide timely feedback to teams and deliver one-to-one coaching
• Reporting updates to the business on team progress
• Regular, documented one-to-one performance review meetings
• Ensure Quality Assessments are reviewed with every colleague when received
• Collaboration with other areas of the business to exceed company goals and objectives
• Developing and monitoring KPIs
• Resource management
• Mentoring

Experience, Qualifications & Skills

• Experience in leading teams (ideally call centre, insurance )
• Excellent communication and organization skills
• Strong attention to detail
• Proactive approach
• Able to use own initiative
• Willingness to take on a variety of tasks
• Ability to prioritise workload and organise time efficiently

What We Offer

• 25 days holiday per year (increasing with length of service)
• Your birthday off (paid)
• 4 x salary life assurance
• GBP500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc)
• Company pension
• Healthcare including 24/7 GP advise & mental health helpline
• Discounts at hundreds of brands you know and love
• Employee assistance programme
• Competitive salary
• Discretionary lunch provided to assist with cost of living