Customer Service Team Leader

6 months ago

Croydon, United Kingdom Morton Michel Full time

Job Advert

Est. 1960 and specialising in childcare insurance solutions, Morton Michel part of the PIB Group is an exciting organisation to be part of. We have grown to have a presence at over 40 locations across the UK and Europe, with over 4000 employees. With a key focus collaboration, where this is embraced on a daily basis to work together to deliver on our ambitious objectives, we are really proud of the culture we have.

**The Role**
- Provide strong leadership to a team of 10 direct reports.
- Motivate and inspire team members to achieve performance targets and KPIs.
- Conduct effective resource planning to ensure optimal coverage and efficiency.
- Analyse call volume patterns and allocate resources accordingly.
- Monitor and evaluate team performance, providing regular feedback.
- Conduct effective one-on-one sessions (1:1s) to address individual performance and development needs.
- Develop and implement strategies to enhance customer retention.
- Collaborate with the team to identify and address customer concerns, reducing churn.
- Proven experience as a Team Leader in a customer retention role within a fast paced and collaborative environment
- Demonstrated success in resource planning and team optimisation.
- Experience in conducting effective one-on-one sessions and providing constructive feedback as well as coaching and mentoring
- Track record of implementing successful customer retention strategies.
- Familiarity of systems and technology used in multi-channel contact centres.
- Understanding of how to motivate, develop and create high performing contact centre teams.
- Knowledge of incident. management and resolution processes.
- Strong leadership and interpersonal skills.
- Analytical mindset with excellent problem-solving abilities and organisational skills
- Exceptional communication skills, both verbal and written alongside exceptional negotiating, decision making and influencing skills

**Further information**
As well as a competitive salary we offer the following benefits
- Competitive holiday allowance with the annual option to buy additional days
- Death in Service benefit of x4 salary
- Company pension scheme
- Very generous maternity and paternity leave packages
- A flexible benefits package which allows you to add additional benefits to your overall package
- Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- Referral schemes
- Discounted rates on PIB products
- We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
- We also offer a wide range of discounts including a kids pass - giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
- PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
- PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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