Team Leader

3 weeks ago


Sunderland, United Kingdom RSA Full time

**The Opportunity**
Team Leader - Contact Centre
Location: RSA Office - Sunderland
Salary - Up to £30,000 (based on experience)
Range of set working patterns including evenings and weekends.

This job involves leading, coaching and motivating a team of Customer Managers and Customer Resolvers in one of our Customer Contact Centres.

Leading a team ensuring the achievement of operational performance standards, quality and providing excellent levels of service to our personal lines customers.

You will ensure that standards of service are met, by role modelling excellent customer service. Your performance will be measured against key business targets as well as people metrics.

**Experience & Knowledge Required**
- Experience of working in Contact Centre or Financial Services environment
- Leading, engaging and inspiring a successful team of people to achieve business objectives
- Customer focused and committed to doing the right thing
- Ability to manage complaints in a calm manner
- Proven track record of achieving objectives and driving for results
- Ability to develop and delivery coaching and development solutions
- Performance Management

**Reward & Benefits**
- 25 days’ holiday + 8 days bank holiday
- Employer Pension contribution of 9% with a further maximum match of 2% to give up to 11%
- Life Assurance 10 times base salary
- Access to our We Care service providing support services including 24/7 access to UK GP
- You’ll also have access to a range of benefits to suit your personal circumstances and lifestyle

including discounted gym membership, private medical insurance, holiday trading, retail vouchers

plus many more
**About Us**
A welcoming, diverse and inclusive culture is an important element for RSA in our best-in-class ambition. RSA thrives when everyone feels comfortable bringing their best self to work.

We have a diverse mix of customers and we want our employee base to reflect that. We celebrate difference, whilst striving to create an environment where colleagues feel respected and valued for their unique potential.

Our commitment to diversity is sincere, continually growing and led right from the top.
RSA takes pride in being accessible to all.

**Our Values** Integrity**
Be honest, open and fair. Set high standards. Stand up for what is right.

**Respect**
Be kind. See diversity as a strength. Be inclusive and collaborate

**Customer Driven**
Listen to our customers. Make it easy, find solutions. Deliver second-to-none experiences.

**Excellence**
Act with discipline and drive to outperform. Embrace change, improve every day. Celebrate success yet remain humble.

**Generosity**
Help others. Protect the environment. Make our communities more resilient.

Job Reference: UK.08714


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