Customer Service and Sales Team Leader

Customer Service and Sales Team Leader

Location – Whitstable, Kent

Salary – £28,800 – £31,800+ Excellent Benefits

My client is an innovative and entrepreneurial group of companies specialising in Motor Insurance Services employing around 4,500 staff across the UK. As a rapidly-growing organisation they are proud of their unique approach to business and one of their most recent accolades includes featuring highly in The Sunday Times 100 Companies to work for in the UK for the last 3 years running.

Due to continued growth they are currently seeking to attract a Customer Service and Sales Team Leader to join the group based in Whitstable to manage a Motor Insurance Customer Services Team.

As a Customer Service and Sales Team Leader, you will be responsible for managing and developing Insurance team on a day to day basis to ensure you maximise each individuals potential. You will also manage daily workloads in the department to ensure the group are efficient and meeting the requirements of both the business and our customers.

Responsibilities:

– Provide excellent customer service in line with company standards and values.
– Coach and develop you team to ensure that your team provide consistent excellent service to our customers and that they understand what is required to do this.
– Work with individual members of your team, to identify their personal training needs and produce development plans. Provide coaching (a minimum of one session per person a week) to assist them in meeting their objectives and learning / development goals.
– Monitor call flow and workflow queues. Make sure we have adequate resource in place to deliver our service levels.
– Manage absence and lateness in your team. Identify patterns of absence or lateness and work with team members to resolve any issues.
– Always look for improvement in our processes to deliver excellent customer service and efficiency. Challenge anything which may potentially damage the customer experience, efficiency or reputation, Encourage your team to contribute their ideas
– Manage and respond to all our online chat and social media activity within defined timeframes
– Use online chat and social media in a pro-active and controlled way and in line with our brand values to maximise our online presence
– Ensure all complaints are logged and that you speak to all complainants immediately when required. Deal with complaints in line with our complaints procedure.
– Deal with 100% of verbal complaints and escalated calls from the department
– Conduct annual and mid-year appraisals providing feedback and scoring with documented evidence to support each objective
– Conduct monthly call audits for each member of your team on time and provide detailed, constructive feedback
– Maintain accurate holiday and sickness records for the team. Manage short term absence in the department and recognise and implement performance and absence management tools where required. 
– Manage shift changes and overtime where required whilst ensuring cost efficiency.
– Support your people at all times, especially when they have to deal with difficult customers or situations.

Skills Required:

– Minimum of 1 + years Management/Team leader experience.
– Telephone or sales based customer services experience.
– Experience of achieving targets and goals.
– Experience of working in a customer orientated environment.
– Ability to develop and motivate others in a changing environment.
– Excellent communication skills.
– Strong analytical and decision making abilities.

What’s on Offer:

Competitive base salary of £28,800 – £31,800depending on experience, coupled with an excellent benefits package.