The Team Leader is responsible for overseeing and guiding a team of customer service representatives to meet company objectives and deliver exceptional customer service. This role involves managing team performance, implementing strategies to achieve departmental goals, and ensuring compliance with industry regulations and company policies. The Team Leader will play a role in driving operational efficiency, maintaining high customer satisfaction, and ensuring adherence to industry standards. Key Responsibilities:
* Set clear team goals, objectives, and performance targets.
* Be a role model for the team within operations, demonstrating the business values at all times.
* Conduct regular performance reviews, providing feedback and coaching.
* Foster a positive, collaborative, and productive work environment.
* Stay updated on new insurance products, trends, and regulatory changes, and ensure the team is well-informed.
* Monitor and achieve targets to maintain productivity, quality, and standards – team / individual.
* Ensure daily performance is maximized, and manage downtime
* Support a culture of innovation - challenge current status quo and be well read on current and future customer service trends and behaviours
* Ensure the continuous development of processes and procedures to support and enhance the team’s effectiveness in delivering first class customer service.
Essential, Skills, Knowledge and Experience you’ll need to be a successful Customer Service Team Leader:
* Ability to inspire, motivate, and develop team members to reach their full potential.
* Strong leadership and team-building skills, with experience managing and developing teams
* Excellent verbal and written communication skills to articulate instructions, expectations, and feedback clearly.
* Active listening skills to understand team concerns and customer needs.
* Quick thinking in high-pressure situations to resolve issues before they escalate.
* Proven ability to lead, coach and motivate a team
* Proven track record on delivering service initiatives and KPI’s
* Encouraging an environment of collaboration where team members feel comfortable sharing ideas and supporting one another.
* Encouraging a culture of ongoing development and learning to ensure the team is evolving and improving.
* Good understanding of the Intermediary marketplace, competitors, as well as Intermediary business models, technology, and processes.
Why Join Us?
* Competitive salary and benefits package
* Flexible working and holiday options
* Pension, enhanced parental leave, and life insurance
* Discounts on technology, travel, and leisure
* Learning and development opportunities
* Volunteering and charity support days
Join a company that values innovation, growth, and its people. Apply now to take the next step in your career.
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