Customer Service Team Leader

2 weeks ago


Blackburn, Blackburn with Darwen, United Kingdom Towergate Health & Protection Full time
Job Description Customer Service Team Leader – Hybrid in Darwen

We're excited to announce an opportunity for a talented Customer Service Team Leader to join our Darwen office, thanks to an internal promotion.

Our office has convenient transport links and free onsite parking.

This pivotal role, reporting to our Head of Client Services, offers the flexibility of hybrid working once you're signed off from your training where you can work 3 days in the office and 2 days from home every week.

As a Customer Service Team Leader, you will be responsible for the direct management of our team of approximately 15 Client Services Specialists who provide exceptional customer service to a portfolio of clients.

You will be working as part of the leadership team to ensure the smooth and efficient running of the business, implementing plans and strategies as required, leading teams to meet all performance KPI's, regulatory and service level requirements.

What does the role of a Customer Service Team Leader here involve?

Motivate and support your team to ensure the best possible service is delivered to our clients, ensuring proactive, positive and consistent communication within the department, between colleagues and senior management.

Work with your team to identify and highlight product and services gaps within the existing portfolio.
Regularly review your team members performance, proactively supporting their development through 1-2-1 meetings and annual performance reviews.

Maintain your own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.

Attend internal and external meetings with Insurers and product training as required.

Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.

Be an escalation point for your team and be on hand to support with client queries.

What are we looking for in our next Customer Service Team Leader?

Experience of meeting financial, operational, service and quality KPI's.
Experience in people management including motivation, coaching, development and performance management.
Insurance industry or financial services experience would be advantageous.

In return you will be welcomed and supported Towergate Health & Protection, part of our Ardonagh family, with opportunities to earn your annual salary plus a role-based incentive plan and grow your career.

Holiday entitlement of 26 days plus bank holidays.
~ Opportunity to progress your career across the entire Ardonagh family.
~ Pensions scheme for when you feel it's time to retire.
~24-hour support for physical and mental wellbeing.
~1 days paid volunteering day to give back to our communities.
~ The Spotlight Awards, where we shine a light on the brightest talent across our group.

These will include verifying your recent employment, address, and a standard criminal record check.

We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.

No agencies please.

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