Contact Centre Team Leader

2 months ago

Croydon, United Kingdom The Ardonagh Group Full time

We’re looking for a talented Contact Centre Team Leader who can use their knowledge and experience of the Insurance Industry to have direct responsibility for a team of Customer Service Executives. You will ensure the team’s day-to-day servicing and administration of client insurance requirements is completed in a timely, technically accurate and cost-effective manner.

Being so central in Croydon our office has great transport links and is close to many shops and cafes. Work life balance is super important, so this role is just 37.5 hours a week, Monday - Friday from 9am - 5.30pm.

**What will the role of a Contact Centre Team Leader entail?**
- Lead, motivate and support a team in delivery of required business KPI’s
- Support the department in meeting all quality and regulatory standards
- Provide technical expertise and support to both internal and external customers
- Proactively coaching and developing individuals to increase overall capability through using specialist knowledge and experience.
- Ensure that any customer complaints are identified and handled in accordance with agreed process and that root cause is proactively identified and addressed.
- Complete staff appraisals and monthly 1-1s with team members in accordance with agreed frequencies and process
- Build positive relationships and contribute to a collaborative working environment

**Qualifications & Experience**:

- Experience within a customer orientated environment
- Experience of meeting financial, operational, service and quality KPI’s within a volume processing/sales environment
- Experience of working within a regulated financial services environment
- Experience in Insurance Broking
- An individual who has the ability to lead, motivate, coach and develop others
- An individual who can lead by example and is a role model to others
- Adaptability, ability to embrace and respond positively to change.

In return you will be welcomed and supported by our Ardonagh family, with opportunities to earn your annual salary plus a role-based incentive plan and grow your career. You will also be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

- Holiday entitlement of 26 days plus bank holidays
- Opportunity to progress your career across the entire Ardonagh family
- Gain ACII qualification to boost your knowledge and career prospects
- 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

**The Company**

With 80 local offices, over 2000 team members and over 100,000 clients, Towergate Insurance Brokers has the largest footprint and biggest salesforce in the UK.

We’re community brokers and risk experts backed by the scale and spirit of the UK’s largest independent broker. We’ve got big ambitions for the future - join us for the journey and make your mark on the local community. **#TGRL**

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- Private medical insurance
- Referral programme
- Wellness programme

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Croydon, CR0 2RD: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: One location

Reference ID: ARDAL852711

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