Customer Service Team Leader

2 weeks ago

Haywards Heath, United Kingdom Omni Group Full time

**Customer Service Team Leader - Haywards Heath**

**Who we are looking for**

Are you passionate about coaching, supporting, and developing a high performing team?

An exciting opportunity has opened for a Customer Service Team Leader to grow, expand, and develop with a leading pet insurance provider as they develop their brands across the UK, offering insurance for dogs, cats, exotics, horses, and pet businesses. Working alongside the Operations Manager, this is a varied operational role with scope to grow and develop yourself, and their team in increasing sales and offering quality insurance, pet welfare education and excellent customer service to pet parents and pet business owners.

**Necessary Experience**:

- A minimum of 18 months experience in supervising a small to medium size sales/customer service team
- 3 years’ experience in a busy sales/customer support environment
- Previous proven experience in increasing sales and conversions
- Willing to learn and develop.
- Driven and motivated.
- Thrive on enabling the development of team members.
- Positive and solution orientated.
- Exercise good judgement and be prepared to make decisions.
- A passion for customer service and exceeding expectations.
- Strong communication skills demonstrating empathy and understanding where required.
- Excellent prioritisation and time management skills.
- Good general education, including GCSE’s (or equivalent) in English and Maths.
- A love of pets.

**About the role**
**Type**:Permanent
**Hours**:37.5 hours per week
**Rate/Salary**:£28,000 - £35,000 per annum

**Responsibilities as a Customer Service Team Leader**:

- Supervise the team to deliver operational targets and customer standards.
- Support the team resolving queries, assisting with technical issues and general oversight.
- Monitor sales performance and support the team in achieving high closure rates.
- Carry out quality assurance and audit checks on team outputs and ensure that they are in line with company and regulatory guidelines.
- Carry out regular 1-2-1’s with the team, setting objectives and personal development plans to manage and drive performance.
- Use varied management and leadership approaches to get the best out of each individual within the team.
- Lead team meetings and ensure the team are aligned with overall business goals and targets.
- Maintain excellent team communications - communication is key to us.
- Plan, organise and manage the team resources, ensuring adequate resource is in place.
- Responsible for the initial handling of disciplinary matters.
- Involvement in the hiring process and new team member training.
- Ensure that team training and development needs are met.
- Provide feedback and have input into the development of the business.
- Customer focused - work with the team to maintain and improve company Feefo scores.
- Provide feedback to and work alongside the Operations Manager in evolving existing and new processes.
- Handle, monitor and oversee complaints. Provide feedback to improve products and processes to prevent and/or minimise complaints.
- Collate data to create reports and make recommendations for management review.

Ensure company and regulatory requirements are met.
Undertake regular learning and development in line with company and FCA requirements.
Able to take on increased responsibility and own tasks where required.As required, undertake team tasks and responsibilities.
Undertake ad hoc projects on behalf of the Operations Manager.

**Job Type**: Permanent

**Salary**: £28,000.00-£35,000.00 per year

Ability to commute/relocate:

- Haywards Heath, RH16 1TX: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 2 years (required)

Work Location: In person

Reference ID: OMMG04

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