Call Centre Team Leader

Salary: £28,800 per year

03142 Customer Service Call Centre Team Leader Tonbridge £28,800 pa 

We want you to be: 

An ambassador for the business by being the first point of contact for all our policyholders across multiple insurance products.

We’ll need you to be able to:

Previous call centre team leader or management experience 

Customer Service:

Answer first point of contact calls & represent the business 

Provide excellent customer service with natural ability to treat policyholders fairly and have consideration towards any incident/situation. 

Display active listening skills and demonstrate this on every call.

Have a proven track record of dealing with sensitive situations.

Ask questions to ensure we have captured all the information we require. 

Humanise any calls and adapt to each policyholder and their circumstances

Deliver all claim outcomes in a positive light, including declines. 

Proactivity: 

Have a can-do attitude and positive approach towards change. 

Pro-actively take on board constructive feedback and apply this to every call. 

Be able to turn negative situations into a positive. 

Show great administrative and organisation skills necessary. 

Go above and beyond to help any policyholder. 

Knowledge:

Set policyholders accurate expectations for their claims journey. 

Have the ability to identify any fraud triggers and refer to internal teams to assess. 

Adhere to procedures and complete all relevant steps when setting up claims. 

Take initiative and probe with questioning skills when required. 

Show in-depth knowledge in the policy wordings to become multi skilled on various products. 

Have the exceptional ability to take any call that is queuing across all clients and products. 

Working together:

Be able to share best practices. 

Contribute ideas to help improve the department and deliver excellent customer service. 

Undertake any individual or team tasks reasonably requested.

We’re also looking for:

Skills required 

Excellent spoken and written communication skills.

Confident telephone manner.

Accuracy and attention to detail.

Ability to understand and follow internal processes.

PC literate with great administrative skills.

Ability to work well under pressure.

Excellent organisation and time management skills.

Drive / motivation 

Helpfulness and strong customer service

Motivated by teamwork

Empathy and understanding

Confidence & a professional attitude

Experience / knowledge 

Significant experience in a customer service-related role – at least 3 years

Call handling experience essential and ability to demonstrate this.

Qualifications

Secondary education with qualifications in Maths and English, or demonstrable ability in numeracy skills & written English.