Basingstoke 01256 336 100

Winchester 01962 865 152

Customer Service Team Leader

  • Location

    Basingstoke, Hampshire, England

  • Salary

    £22k - 24k per year + benefits incl parking

  • Contract

    Permanent

  • Reference

    JO0000002694

Are you an experienced Customer Service Leader or Senior Customer Service Representative looking to join a leading Insurance provider? 1-1 Recruitment is working with an established market leader for a Customer Service Team Leader to support the Operations Manager in the day to day running of the Contact centre.

You will be responsible for making sure all sales, customer service and complaint calls are handled correctly and efficiently to ensure the company is operating within the rules and requirements set by Industry regulators; the FCA and ICO. 

You will have excellent customer service skills and will lead by example in providing support to a team of Customer Service Representative and will be the first line of escalation for customer queries and complaints. You will be responsible for motivating team members and assessing their performance. In return, you will receive company wide benefits, bonuses for achieving your KPI’s and the opportunity to work within a successful, growing company.

You will be joining a brand new team and this is an exciting opportunity to be a part of something new and making the role your own.
Key Duties and Responsibilities:
• Provide support and assistance to the team of Customer Service Representative; answer questions, help with problems and escalate to the Operations Department when necessary.
• Provide encouragement and motivate call staff, including communicating team goals and targets.
• Provide quality customer service, including interaction with customers, answering customer enquiries, and effectively handling customer complaints.
• Use own initiative to make decisions and know when to seek help from the Operations Manager and Operations Department.
• Learn and retain detailed  insurance product knowledge and work alongside the Operations Manager in updating staff with product and website enhancements
• Monitor the team’s SLA’s and prepare reports for management in the absence of the Operations Manager.
• Maintain total compliance with Data Protection and adhere to and support the Operations Manager in implementing company policies.
• Complete daily call coaching across the team to ensure quality assurance.
• Undertake daily call reviews of sales and customer service calls to ensure the business is complying with all necessary legal, regulatory, underwriting and quality requirements. Whilst maintaining the aim of ensuring all customer outcomes are fair and in line with TCF.
• Raise any recurring compliance errors with the Operations Manager to help with necessary performance management and on-going training.
• Assist management with hiring processes and new team member training.
• Support the Operations Manager and perform management duties in their absence.

Skills and Experience:
• Excellent communication skills.
• Have a strong customer focus and a good telephone manner.
• Problem solving skills.
• The ability to work well in teams.
• Leadership skills and the ability to motivate staff.
• A desire to help others work towards targets and develop their skills.
• Have a focused and self-motivated approach to work.
• The ability to manage change.
• Good IT skills using MS Office programs, email and CRM systems.
• Experience in a customer care role is essential.
• Experience with challenging customers; seeking a resolution to avoid a complaint
• Previous experience at Team Leader level is essential.
• Insurance knowledge desirable, but not essential as detailed training will be provided.

1-1 Recruitment is one of the leading recruitment agencies for jobs in Basingstoke for permanent, temporary and contract recruitment solutions. Due to the high volume of applications we are receiving, if you do not hear from a consultant within 5 days, unfortunately your application has been unsuccessful on this occasion. In the meantime please keep an eye on www.1-1recruitment.co.uk for any other potential vacancies.

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