Contact Centre Team Manager Peterborough, England
Job description
iGO4 is an award winning, top 40 broker in the UK servicing several direct and partner brands including iGO4, WiseDriving and Darwin for Direct Line Group. We look after over 225,000 based customers across several motor, telematics, and electric car insurance products.
We have a passion for making a difference and that’s why our teams are full of creative individuals with ‘can do’ attitudes who know how to deliver the best customer experience.
Areas of Responsibility
The successful candidates will become part of our fast-growing insurance business, working in a team that brings innovative and pioneering solutions to the insurance world.
Working as a key member of the Operations Management Team, your role will be to manage, motivate and develop your team of Contact Centre Agents through effective performance management. Encouraging a learning, coaching and feedback culture to drive continuous improvement in KPI performance and customer satisfaction.
Please note that iGO4 complete pre-employment checks for all employees and offers are subject to these being completed successfully.
Our ideal candidate will have
- Influence, challenge and embrace change orientation
- Customer service experience (minimum 2 years)
- Ability to work to targets, take actions and get results
- Coaching skills to nurture talent
- Recognise opportunities for delegation and succession
- Have competent PC skills
- The ability to work shifts across our business opening hours
- Suitable working space to allow you to work from home
Our ideal candidate will be
- Customer focused
- Self-motivated
- Organized whilst remaining flexible
- Able to take ownership and responsibility
- Good at verbal & written communication skills
- Approachable and transparent at all times
- Work self-sufficiently and be able to handle situations independently, where required, constructively working part of a wider team with a continuous improvement culture the forefront
- Positive – can do attitude
Benefits
We’ve worked hard to create an amazing workplace that provides flexibility, progression, and that support the health and wellbeing of you and your family with a huge range of benefits.
Work Life Balance
· 37.5 full time hours with the option to work 34 hours on full pay.
Holidays
· 25 days holiday + extra days for tenure to max of 30 days
Pension, Life Insurance & Health Care
· Pension contributions
· 4 x life insurance for everyone
· Private medical insurance
Maternity & Paternity Cover
· Enhanced maternity package
· 2 weeks full pay paternity leave
Career Progression
· Development Framework progression opportunities within 6 – 12 months with salary increases to reflect ability within role
· Free access to Open Learn to help career development
Other Benefits
· Free parking & EV charging at our head office - Peterborough
· Stocked fridge at work with free fruit and drinks as part of our hybrid working model
· Cycle to work scheme as part of Hybrid working
· Wearable scheme, allowing you to spread the cost of a smart watch over 12 months
· Shopping discounts & perks
· 2 days per year for our volunteering days (fully paid)
· Free employee assistant program (legal and financial advice, counselling)
Due to a large volume of application’s, we are unable to contact candidates individually, therefore if you have not received an email from us within 2 weeks of applying you can assume that on this occasion your application has not been successful.
Please note that iGO4 complete pre-employment checks for all employees and offers are subject to these being completed successfully.
Job Types: Full-time, Permanent
Salary: £25,000.00-£34,500.00 per year
Benefits:
- Casual dress
- Cycle to work scheme
- Free parking
- Life insurance
- Private medical insurance
- Work from home
Work Location: Hybrid remote in Peterborough
