Customer Service Team Lead

7 days ago

Haywards Heath, West Sussex, United Kingdom First Central Insurance Management Ltd Full time
Customer Service Team Leader

We're seeking a talented Customer Service Team Leader to join our customer and operations team in Haywards Heath, West Sussex.

About the Role

This is an exciting opportunity to lead a team of customer service professionals and shape the best possible experience for our customers. As a Customer Service Team Leader, you will be responsible for managing the daily operations and management of the Customer Service team to measurably improve the customer experience.

Key Responsibilities
  • Lead, inspire, and coordinate the contact centre team to deliver exceptional results.
  • Embed a top-performing, highly engaged culture within the team.
  • Manage informal retail contact centre complaints within the 3-working-day SLA.
  • Manage a program of work to deliver on the team objectives, flexing between service, projects, and experiments in line with business need.
  • Perform regular process reviews to understand and improve the customer experience.
  • Coach, mentor, and develop the team using a recognised coaching framework to achieve KPIs and behaviour targets.
  • Gather and analyse performance data to inform decision-making.
  • Ensure the team are following company processes and guidance to reduce errors and continuously improve these.
  • Be the voice of the customer within retail operations and ensure team delivery is the gold standard for performance across all KPIs.
  • Comply with the requirements and act in accordance with the Group Code of Conduct and Fitness and Propriety policies at all times.
Requirements
  • Previous leadership experience working in a customer services environment (contact centre or telesales an advantage).
  • Experience in delivering continuous improvement changes and implementations.
  • Strong people leadership experience.
  • IT and software skills, including good Microsoft Excel and Word knowledge.
  • Good communication skills, both verbal and written.
  • Coaching, data gathering, analysis, influencing, and critical thinking.
  • Good time management and organisation skills.
  • Problem-solving skills with the ability to adopt a logical approach to resolving problems.
  • Good data and statistical analysis skills.
What We Offer

At First Central Insurance Management Ltd, we're passionate about our colleagues and know the best people deserve an extraordinary working environment. We offer a range of benefits, including a competitive salary, excellent training and development opportunities, and a supportive and collaborative team culture.

We're committed to delivering exceptional customer experiences across our multi-products. If you're a motivated and enthusiastic individual with a passion for customer service, we'd love to hear from you.

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