Customer Service Team Leader

Customer Service Team Leader

Location: Southport – 3 days onsite and 2 days from home

Hours: Early/late rotation between Monday – Friday 8am-6pm and 1 in 7 Saturdays (9am-2pm)

The Company:

The company specialises in providing comprehensive insurance solutions designed to protect consumers from unexpected financial hardships. They offer a range of products aimed at covering payment obligations, including loans, mortgages, and other financial commitments. With a strong focus on customer security, their services help individuals manage risks associated with unforeseen events such as job loss, illness, or injury.

Role Purpose:

You will be responsible for leading a high-performing team of Contact Centre Customer Representatives, ensuring they deliver excellent customer service. Accountable for meeting KPI targets in operational performance, sales, and customer satisfaction. Leading a culture of continuous improvement to drive the business to market excellence.

Key Responsibilities:

• Responsible for team performance in achieving key business, customer service, people, and operational efficiency goals, while ensuring compliance with legal regulations and internal procedures.
• Foster a culture of continuous improvement and analyse data to identify opportunities to improve individual and team performance e.g. KPIs, customer insights, complaints and QA feedback.
• Responsible for developing a network of contacts, both internally and externally to keep up to date with best practices and personal development
• Coach, empower, and inspire team members to excel in customer service and meet KPI targets.
• Promote engagement, trust, and openness in team communication, and uphold company values.
• Support compliance with quality principles, security, and regulatory requirements, while safeguarding sensitive information.
• Encourage professional development, maintain a positive approach to work, and represent the company professionally in all interactions.

Key Skills and Knowledge:

• Must have team management experience in a call centre/office environment, ideally in a regulated environment
• Proven track record of coaching teams to meet and exceed KPIs
• Strong focus on driving performance and improving results
• Skilled in fostering a high-performing, collaborative team culture
• Ability to set clear objectives and motivate teams to achieve goals
• Excellent communication skills with the ability to influence and build relationships
• Comfortable operating in a fast-paced, changing environment
• Proven ability to manage risk while maintaining a customer-focused approach