Customer Services Team Leader Haywards Heath, England
Job description
We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.
With 2023 fully underway we are building a bigger future by creating a NEW contact centre team who will be the eyes of our Customer Improvement journey for First Central, shaping our future goals! Do you enjoy the thrill and buzz of working in a busy customer phone based role whilst also managing a strong team of customer service professionals!
You’ll be part of an evolving and growing new department who will service and support First Central customers whilst owning and improving standard operating procedures, delivering continuous improvement and building the blue print for best practice.
As a Customer Services Team Leader you will manage the daily operations of our Customer Services team by leading, championing and assessing improvement activities whilst overseeing and supporting your team of experts. You will need to coach, mentor and develop the team, performing regular reviews and appraisals, absence management and ensuring our Customer Service Specialists deliver the best service for our customers.
It’s all about you. Here’s a taste of what you can expect working with us:
- Generous competitive starting salary of up to £35,000 Depending on experience
- Home working opportunity of 3 days a week from home and 2 office days following training and passing your probation
- Monday to Friday 9am to 5:30pm
- Minimum 25 days’ holiday plus bank holidays (and the chance to buy and sell days)
- A ‘YOUday’, an extra day off to spend however you want. The clue’s in the name…
- ‘Your Time in Need’ five days’ paid leave for compassionate or emergency reasons
- A paid day off every year for charity work
- Fantastic training and development
- A fun, energetic and lively working environment
Customer Services Team Leader Job Responsibilities:
- Daily team management ensuring the team have the tools and capabilities to fulfil their functions
- Embedding a top performing, highly engaged culture
- Maintaining and engaging with key stakeholders, providing updates and action plans on outputs and activities
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Managing a program of work to deliver on the team objectives, flexing between service, projects and experiments in line with business need – including but not limited to:
- Providing an excellent level of service to customers in a contact centre environment
- Contributing to and building knowledge, training and process documentation
- Testing of system and process changes
- Onboarding new products and services to determine the best rollout strategy
- Assist with testing and deployment of new initiatives where required, whilst providing detailed and timely feedback
- Performing regular process reviews to understand and improve the customer experience
- Coach, mentor and develop the team using a recognised coaching framework to achieve KPI’s and behaviour targets
- Gather and analyse performance data
- Ensure the team are following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business
- Through the use of data and facts, make suggestions for improvements and test these using the PDCA cycle (Plan, Do, Check & Act)
- Work closely with outsourced providers & operations managers in order to share best practice
- 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
- Assist the recruitment process including assisting with the interviewing and on-boarding
- To be compliant with health and safety policies at all times
- Conduct regular performance reviews, including probationary reviews and annual appraisals
- Monitor handlers performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
- Deal with all colleague issues including monitoring absence, supporting the disciplinary process, and resolving colleague issues with support from the manager and HR when required
- Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
- Any other reasonable duties
Customer Services Team Leader Experience & Knowledge:
- Previous management experience in a contact centre environment with proven delivery of continuous improvement activity
- IT and software skills, including good Microsoft Excel and Word knowledge
- Good communication skills, both verbal and written
- People leadership, stakeholder management and organisation skills including coaching, data gathering, analysis and synthesis, influencing, critical thinking
- Problem solving skills with the ability to adopt a logical approach to resolving problems
- IT and software skills, including good Microsoft Excel and Word knowledge
Customer Services Team Leader Skills & Qualifications:
- People leadership, stakeholder management and organisation skills including coaching, data gathering, analysis and synthesis, influencing, 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
- Good communication skills, both verbal and written
What can we do for you?
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
- Fantastic training and development opportunities
- Employee benefit packages to suit your lifestyle
- Flexible working
- YOUday – we give you an extra day off to celebrate a special day
- The opportunity to take a paid day off each year to do charity work
- A health cash plan
- Help with travel expenses
- The opportunity to buy additional holiday
- Company pension scheme
- Group life assurance
- Enhanced maternity and paternity pay
- Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.
For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Talent team.
