Team Leader

2 weeks ago

Peterborough, United Kingdom BeMoto Bike Insurance Full time

**WHY BEMOTO?**

We are BeMoto and we are on a mission to make it easy for bikers to enjoy their passion. We are a privately owned, specialist motorcycle insurance broker run by bikers, for bikers. Our vision is to be the UK's most loved and trusted bike insurer by offering market leading products, great value and excellent customer service.

You will work in a rewarding, fast paced environment with a strong culture of delivering great customer outcomes.

JOB SUMMARY:
1. Manage and motivate a multi-skilled team of customer representatives to achieve individual and team objectives.

2. Consistently deliver on all sales/service KPIs for your team and embed a culture of “first time resolution”.

3. Create a culture of high performance, ensuring your team continually seeks opportunities to exceed performance targets for speed, efficiency, sales and quality.

KEY RESPONSIBILITIES:
■ Manage and motivate a multi-skilled team of customer representatives to achieve individual and team objectives.

■ Create a culture of high performance, ensuring your team continually seeks opportunities to exceed performance targets for speed, efficiency, sales and quality.

■ Improve your team's efficiency measures through tactical, real-time management of team and individual performance.

■ Review the performance of staff, identify training needs and work with relevant departments to plan and coordinate training sessions.

■ Provide coaching, feedback and ensure training and development plans are maintained for all team members.

■ Maintain a thorough knowledge of our products and services throughout the team.

■ Coordinate team reward and incentive schemes ensuring that a culture of customer excellence is maintained at all times.

■ Work collaboratively with key stakeholders to deliver excellent service standards across all customer facing channels including SLAs, answer rates and call waiting times.

■ Manage adherence to shift patterns.

■ Support with recruitment and development of new contact centre colleagues.

DESIRED QUALITIES & EXPERIENCE:
■ Previous experience in a contact centre leadership role.

■ Collaborative team worker who takes ownership for identifying and delivering outcomes and can operate independently with mínimal guidance.

■ Strong interpersonal skills with the ability to communicate with stakeholders at all levels in the organisation.

■ Exceptional people management skills.

■ Strong customer focus and customer service skills.

■ Ability to work well in a fast paced environment.

systems.

■ Proactive about your own development.

■ Ability to deputise for line manager where appropriate.

CORE COMPETENCIES:
Leadership, Self-Motivation, Customer Oriented (Internal and external customers), Planning & Organisation, Strong Oral and Written Communication, Team Work.

SALARY & BENEFITS:
■ Salary Range: £25,000 - £27,000.

■ Full time, 35 paid hours per working week. Monday to Saturday, range of shifts between 9am -7pm.

■ Generous holiday entitlement: of 33 days (including bank holidays). Rising to 36 days with length of service.

■ Possibility to participate in a bonus scheme.

■ Company Pension Scheme.

■ Flexible employee benefits plan, including:
○ Health cash plan

○ Employee assistance programme

○ Retail discounts

○ Cycle to work scheme

■ Annual salary reviews and development opportunities.

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

**Salary**: £25,000.00-£27,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Wellness programme

Work Location: In person

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