Customer Services Team Leader

1 week ago

Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time

We are First Central Insurance & Technology Group (First Central). We are a forward-thinking insurance company that is a leader in the market. Our mission is to safeguard the things that are dear to our customers, allowing them to focus on what truly matters in their lives.

We are heavily data-driven. Data is the beating heart of our excellent distribution, finance, technology, and legal services. Our underwriting abilities are founded on data proficiency, providing us with the insights required to offer the most suitable coverage to our customers at the right prices. However, it is the individuals both inside and outside our organization who drive us forward. They set us apart and help us achieve our goals. We are ambitious, continually expanding, and have been the proud recipients of several awards.

Are you equipped with robust leadership skills acquired from a background in a customer service contact center environment or have you been steadily climbing the career ladder towards a managerial position? Are you prepared to advance your career by overseeing a team of customer service experts and crafting exceptional experiences for our clients?

We are seeking a skilled Customer Services Team Leader to join our customer and operations team based in Haywards Heath, West Sussex.

At First Central, we are a flourishing and progressive enterprise dedicated to providing exceptional customer experiences across a range of products. In this role, you will oversee the day-to-day operations and management of a Customer Service team, working to significantly enhance the customer experience by leading, advocating, and evaluating continuous improvement initiatives. You will be instrumental in shaping the future of our operations, ensuring our customers consistently receive a friendly, professional, and high-quality service within a dynamic contact center setting.

To excel in this role, you will need to demonstrate key skills including:

  • Leadership: Lead, motivate, and manage our contact center team, cultivating a motivated and dedicated workforce that delivers outstanding results.
  • Critical Thinking: Utilize logical reasoning to assess performance outcomes, test results, and enhance the overall customer experience.
  • Confidence: Cultivate reliable working relationships with stakeholders at all levels.
  • Influential: Be an exceptional leader capable of making swift decisions and addressing challenges effectively.

Seeking a healthy work-life balance? During your initial month, you will primarily be based in our Haywards Heath, West Sussex office for training and support. Thereafter, hybrid working arrangements can be implemented, with the option to work in the office for 2-3 days per week and the remainder from home. The choice is yours - if you prefer spending more time in the office, that works for us too.

Ready to make a difference? Take the plunge and become part of our success story.

Job Responsibilities:

  • Daily team management, ensuring the team is equipped to carry out their duties effectively.
  • Cultivating a high-performing, highly engaged team culture.
  • Handling informal retail contact center complaints within the 3-day SLA, such as manager callbacks and call listening requests.
  • Managing a work program to fulfill team objectives, adapting between service, projects, and experiments as per business requirements - this includes, but is not limited to:
    • Providing excellent customer service in a contact center environment.
    • Contributing to and creating knowledge, training, and process documentation.
    • Testing system and process changes.
    • Introducing new products and services to determine optimal rollout strategies.
    • Assisting with testing and implementation of new initiatives, while offering detailed and prompt feedback.
Conducting routine process reviews to enhance the customer experience.Coaching, mentoring, and developing the team using an established coaching framework to achieve KPIs and behavioral targets.Collecting and analyzing performance data.Ensuring team adherence to company procedures and guidelines to minimize errors, while actively seeking opportunities for improvement and providing feedback to the business.Acting as the customer advocate within retail operations, ensuring team performance meets the gold standard across all KPIs.Complying with Group Code of Conduct and Fitness and Propriety policies at all times.Aiding in the recruitment process, including participation in interviews and onboarding.Conducting regular performance appraisals, including probationary assessments and annual reviews.Monitoring team performance to ensure compliance with Company policies, procedures, and FCA regulations.Handling colleague issues, such as monitoring absences, supporting disciplinary proceedings, and resolving disputes with managerial and HR assistance as needed.Ensuring consistent compliance with Company policies, values, guidelines, and relevant standards and regulations.Any other reasonable duties as assigned.

Experience, Skills, and Knowledge:

  • Prior leadership experience in a customer service environment (contact center or telesales experience advantageous).
  • Proven track record in implementing continuous improvement initiatives.
  • Strong leadership abilities.
  • Proficiency in IT and software, including solid Microsoft Excel and Word skills.
  • Excellent verbal and written communication skills.
  • Skills in coaching, data analysis, influencing, and critical thinking.
  • Effective time management and organizational skills.
  • Problem-solving skills with a logical approach to overcoming challenges.
  • Strong data and statistical analysis capabilities.

Behaviors:

  • Customer-oriented.
  • Self-driven and enthusiastic.
  • Proactive and organized in approach.
  • Approachable and eager to assist others, while also demonstrating initiative in decision-making.
  • Flexible and positive mindset.
  • Passion for learning and development through continuous training.
  • Confidence in presenting complex information clearly and succinctly.
  • Emphasis on attention to detail and accuracy.
  • Thorough integration of Company Values and leadership principles.
  • Effective workload management.
  • Adaptable and agile in testing solutions and swiftly integrating them into day-to-day operations.
  • Systems-thinking approach to business.
  • Capable of challenging others when necessary with evidence-based arguments.

What Can We Offer You?

At First Central, our people come first, always. We deeply value our employees and understand that exceptional individuals deserve an exceptional work environment. Our offices are vibrant, motivating, and supportive. To get a taste of the benefits you can enjoy, explore the full range of perks we offer.

Intrigued? Our Talent team is here to provide all the information you need about our requirements and what we bring to the table, so feel free to reach out.

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