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Customer Service Team Leader

4 months ago

Darwen UK, Lancashire, United Kingdom Towergate Health & Protection Full time

Customer Service Team Leader – Hybrid in Darwen


We’re excited to announce an opportunity for a talented Customer Service Team Leader to join our Darwen office, thanks to an internal promotion. Our office has convenient transport links and free onsite parking. This pivotal role, reporting to our Head of Client Services, offers the flexibility of hybrid working once you’re signed off from your training where you can work 3 days in the office and 2 days from home every week. You’ll also be rewarded with all the great benefits of working with the UKs largest independent Insurance Brokers – Towergate Health and Protection.


As a Customer Service Team Leader, you will be responsible for the direct management of our team of approximately 15 Client Services Specialists who provide exceptional customer service to a portfolio of clients. You will be working as part of the leadership team to ensure the smooth and efficient running of the business, implementing plans and strategies as required, leading teams to meet all performance KPI’s, regulatory and service level requirements.



What does the role of a Customer Service Team Leader here involve?


This is an overview and not an exhaustive list of responsibilities. Collaborating with your Line Manager, you will develop your own objectives but focus on all the following and more:


  • Motivate and support your team to ensure the best possible service is delivered to our clients, ensuring proactive, positive and consistent communication within the department, between colleagues and senior management.
  • Work with your team to identify and highlight product and services gaps within the existing portfolio.
  • Set individual and team goals or objectives to ensure your team meets the expectations of clients, business partners and the business.
  • Regularly review your team members performance, proactively supporting their development through 1-2-1 meetings and annual performance reviews.
  • Maintain your own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
  • Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.
  • Attend internal and external meetings with Insurers and product training as required.
  • Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.
  • Be an escalation point for your team and be on hand to support with client queries.



What are we looking for in our next Customer Service Team Leader?


  • Experience of meeting financial, operational, service and quality KPI’s.
  • Highly organised with a focus on objectives, priorities and deliverables.
  • Experience in people management including motivation, coaching, development and performance management.
  • An individual who can lead by example and is a role model to others.
  • Insurance industry or financial services experience would be advantageous.


In return you will be welcomed and supported Towergate Health & Protection, part of our Ardonagh family, with opportunities to earn your annual salary plus a role-based incentive plan and grow your career. You will also be joining an organisation that cares about you as a person and your wellbeing. Some of our other benefits are:


  • Holiday entitlement of 26 days plus bank holidays.
  • Opportunity to progress your career across the entire Ardonagh family.
  • Gain CII or ACII qualifications to boost your knowledge and career prospects.
  • Pensions scheme for when you feel it’s time to retire.
  • 24-hour support for physical and mental wellbeing.
  • 1 days paid volunteering day to give back to our communities.
  • The Spotlight Awards, where we shine a light on the brightest talent across our group.


So, what are you waiting for? Apply today and one of our team will be in touch.


If your application is successful, we will conduct relevant employment checks prior to you beginning employment with us. These will include verifying your recent employment, address, and a standard criminal record check.


Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No agencies please.