Team Leader

Job Advert

**Team Leader**

**The Role**:
Are you an inspiring leader who loves helping others reach their full potential? Do you thrive in a fast-paced environment where collaboration and positive energy are key? We’re looking for a highly motivated Team Leader to join our growing team and help us achieve great things together

The Team Leader is responsible for overseeing and guiding a team of customer service representatives to meet company objectives and deliver exceptional customer service. This role involves managing team performance, implementing strategies to achieve departmental goals, and ensuring compliance with industry regulations and company policies. The Team Leader will play a role in driving operational efficiency, maintaining high customer satisfaction, and ensuring adherence to industry standards.

**Responsibilities**:

- Set clear team goals, objectives, and performance targets.
- Be a role model for the team within operations, demonstrating the business values at all times
- Conduct regular performance reviews, providing feedback and coaching.
- Foster a positive, collaborative, and productive work environment.
- Stay updated on new insurance products, trends, and regulatory changes, and ensure the team is well-informed.
- Monitor team performance metrics, such as sales targets customer service levels
- Ensure daily performance is maximized, and manage downtime
- Support a culture of innovation - challenge current status quo and be well read on current and future customer service trends and behaviours
- Ensure the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service.

**Experience**:

- Ability to inspire, motivate, and develop team members to reach their full potential.
- Strong leadership and team-building skills, with experience managing and developing teams
- Excellent verbal and written communication skills to articulate instructions, expectations, and feedback clearly.
- Active listening skills to understand team concerns and customer needs.
- Quick thinking in high-pressure situations to resolve issues before they escalate.
- Proven ability to lead, coach and motivate a team
- Proven track record on delivering service initiatives and KPI’s
- Encouraging an environment of collaboration where team members feel comfortable sharing ideas and supporting one another.
- Encouraging a culture of ongoing development and learning to ensure the team is evolving and improving.

**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
- Enhanced 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
- If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering Day.
- 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.