Customer Care Team Leader

Purpose of the Role:

Lead, motivate and develop the Customer Care Team, acting as their primary point of support for queries and guidance. Inspire the team with a focus on achieving high performance and customer satisfaction, particularly in securing new business and renewal transactions. Foster a culture of accountability and a proactive attitude towards the department's performance, ensuring the team understands the broader business objectives.

Key Responsibilities:

New Business and Renewals:
Use your sales experience to motivate the team and maximize all opportunities for promoting the benefits of our products. Assist in driving customer retention by proactively managing workflows and ensuring all opportunities for retaining business are fully explored. Support the Customer Care Manager with reporting and analysis for forecasting business growth and renewal volumes.

Service Excellence:
Ensure Service Level Agreements (SLAs) are met for call, chat and email correspondence. Actively look for ways to improve service efficiency and customer satisfaction without compromising on quality. Lead by example in ensuring that all customer interactions are documented clearly and in compliance with audit requirements.

Team Leadership & Development:
Set clear expectations for performance and hold the team accountable. Carry out monthly 1-2-1s and team meetings, driving performance through feedback and coaching. Identify opportunities for skills development, especially related to new business and renewals, and collaborate with Customer Care Trainer to ensure continuous learning. Inspire the team by creating a positive, motivated environment that fosters growth and high performance.

Compliance:
Ensure your team complies with all internal and external regulations, including GDPR and FCA requirements. Raise any potential breaches in compliance to the Customer Care Manager and liaise with relevant teams, such as the Complaints Manager, to resolve issues effectively. Maintain high standards of record-keeping and document customer interactions accurately.

Other Responsibilities:
Build strong relationships with customers by understanding their needs and delivering a premium service experience. Foster a positive, collaborative environment within the team to ensure both individual and collective success. Manage team rotas to ensure adequate shift cover and team availability.

Requirements:

Sales Awareness: Use your sales experience to identify key business opportunities, driving team performance and helping them feel inspired to secure new business and renewals.

Team Leadership: Motivate and inspire your team to exceed expectations, particularly in securing new business. Encourage a sense of ownership and accountability for individual performance and team success.

Communication: Clearly communicate team goals, performance metrics, and feedback to ensure alignment and motivation.

Professionalism & Trustworthiness: Lead by example, demonstrating integrity and confidentiality in all matters, including business-sensitive issues. Treat customers with fairness and respect, upholding Wrisk values.

Reliability & Empathy: Be dependable, listen attentively to both team members and customers and show empathy when resolving issues or providing support.