Job Title:
Customer Services Team Leader
Location:
Milton Keynes, Hybrid - 2 days in the office, 3 from home.
Salary:
Circa £33,000
Contract Type:
Permanent, 37.5 hours Per week
Are you a natural leader with a passion for delivering outstanding customer service? Do you thrive on coaching and developing people to be the very best they can be? If so, this could be the perfect next step in your career.
We're looking for a
Customer Services Team Leader
to join our Customer Relations Department. You'll play a pivotal role in shaping the customer experience, leading a team to deliver first-class service while driving performance, continuous improvement and employee engagement.
What you'll be doing:
* Leading, coaching and motivating a team to meet KPIs, service standards and customer engagement goals.
* Providing regular feedback through one-to-ones, identifying training needs and supporting professional development.
* Acting as a point of escalation for complex queries, ensuring swift and fair resolutions.
* Monitoring team performance, analysing management information and identifying opportunities for improvement.
* Supporting and training the team on tone of voice standards in all communications.
* Resource planning to ensure customer demand is met efficiently.
* Driving initiatives that improve customer experience and operational efficiency.
* Ensuring compliance with FCA principles, Consumer Duty and company policies.
* Deputising for the Head of Customer Operations when required.
About you:
You're passionate about people — both customers and colleagues. You understand that exceptional customer service is built on empathy, professionalism and consistency. You thrive under pressure, remain calm in challenging situations and are motivated to lead by example.
What we're looking for:
* Proven experience managing a customer service team (insurance/financial services experience is a plus).
* A strong background in coaching, training and performance management.
* A track record of achieving KPIs and driving service standards.
* Confidence in handling escalations and complex customer queries.
* Strong analytical skills with the ability to interpret data and implement improvements.
* Intermediate Microsoft Excel and Word skills (numerical ability a must).
* Excellent interpersonal and communication skills, with the ability to influence and inspire.
* Organised and proactive with a continuous improvement mindset.
No candidate will meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you
Personal Group is proud to be an inclusive employer and encourages applications from a diverse range of candidates. If you require reasonable adjustments to assist you with the application and/or recruitment processes, please contact our Recruitment Team.
The Company
The Personal Group family offer a range of products help protect, connect, and engage the UK workforce with communication tools, employee benefits, and health insurance plans. Innecto offer specialist pay and reward and employee experience consultancy. Together we provide a full-service solution to help our clients stand out as an employer of choice.
Our mission is to protect the unprotected and connect the unconnected. We want to make work happy, for everyone.
Why? Because when people are happy, they're more productive. And when people feel like they make a difference, they do.
Today we're making work happy for more people than ever before, and we are looking for great people to help create a brighter future for the UK workforce.
Could you be our next great hire?