Overview
We are seeking an experienced Customer Service Team Leader to join our dynamic team and lead a group of 10 staff members in the Customer Retention department of our insurance services. The ideal candidate will have a proven track record of success in a team leader role, with a focus on customer retention within the financial services or insurance industry.
What you’ll be doing
* Maximise retention results.
* Deliver and exceed budget expectations.
* Provide leadership, management, and direction to all your team(s).
* Deliver a consistent, efficient, and multi-channel proposition through your team(s).
* Deliver sales through service focusing on fair customer outcomes.
* Provide strong leadership to a team of 10 direct reports.
* Motivate and inspire team members to achieve performance targets and KPIs.
* Conduct effective resource planning to ensure optimal coverage and efficiency.
* Analyse call volume patterns and allocate resources accordingly.
* Monitor and evaluate team performance, providing regular feedback.
* Conduct effective one-on-one sessions (1:1s) to address individual performance and development needs.
* Develop and implement strategies to enhance customer retention.
* Collaborate with the team to identify and address customer concerns, reducing churn.
* Resolve incidents promptly and implement improvements based on incident analysis to enhance team performance.
* Co-ordinate/facilitate ongoing training sessions to keep the team updated on product knowledge and industry trends.
* Identify opportunities for individual and team development, fostering a culture of continuous learning.
What we’re looking for
* Proven experience as a Team Leader in a customer retention role.
* Demonstrated success in resource planning and team optimisation.
* Experience in conducting effective one-on-one sessions and providing constructive feedback.
* Track record of implementing successful customer retention strategies.
* Minimum of 4 years of experience in a customer retention role, with at least 2 years in a leadership capacity – Desirable
* Financial Services or Insurance industry experience – Desirable
* Experience of working with delegated cover holder authority – Desirable
Why PIB Group?
PIB Group is one of the UK’s fastest-growing insurance businesses, offering real career progression, professional development, and a collaborative culture where your work truly matters.
We encourage our people to be collaborative, with entrepreneurship at our core. We are a fast-paced, growing organisation and an exciting place to be.
We also value ambition and creative thinking. You don’t have to tick every box to apply; if you bring fresh ideas and a drive to grow, we’d love to hear from you!
Inclusion & Accessibility
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.
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