Customer Service Team Leader

Are you looking for a progressive career in leadership? Are you someone who thrives in a fast-paced, team orientated environment? If so, we have an exciting opportunity to join our Leicester City call centre. Our business is going through a truly exciting time with a number of new initiatives and developments. Therefore, we are looking for passionate, driven individuals who have that desire and hunger to progress within the company.

This role will be based at our Leicester office and offers flexible homeworking options. Your working hours will be Monday – Friday only, no weekends!

The Role

You’ll motivate and inspire a team of customer service specialists. Reporting into one of our Contact Centre Leaders, you will be accountable for driving a success culture within the operation whereby service becomes a key differentiator for colleagues and customers.

We want to be the biggest and best digital insurer in the UK and expect and encourage all colleagues to play their part in achieving this. You’ll discover a social atmosphere, where friendly, supportive colleagues are always ready to help each other.

What will you be doing?

  • Responsible for leading, motivating and developing a team of customer service specialists
  • Spend a minimum of 50% of the time coaching and developing the team, through monitoring calls, performance 1:1, providing detailed feedback and creating development plans
  • Encourage individuals to celebrate team success to create self-sustained and positive energy
  • Provide customers and colleagues with appropriate solutions to their queries, requests or complaints in line with control, standards and our brand values
  • Champion first call resolution
  • Develop your team, creating an engaging culture and nurturing talent
  • Daily management of your team including performance management
  • Work with colleagues across the wider team and business to deliver great service experiences
  • Role model a ‘can do’ attitude

We’re looking for people who have:

  • Has leadership experience, preferably within a contact centre environment
  • Thrives in a fast paced environment
  • Has exceptional coaching ability with a proven record of improving performance
  • Has experience in using team performance management techniques
  • Demonstrates excellent communication, problem solving and organisational skills

Benefits for you

Please find some of the great benefits we offer here at Hastings Direct;

Competitive base salary

Up to 5% bonus earning potential

25 days holiday (plus bank holidays on top)
Flexible working opportunities

Pension match up to 10%

A supportive, dynamic and flexible environment
A dedication to personal development

Flexible benefits (including additional holiday buy/sell, healthcare and more)

Discounted Hastings Direct products

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

Job Information

Job Reference: 60005214_1617265767
Salary: + benefits
Salary From: £
Salary To: £
Job Industries: Insurance
Job Locations: Leicester, Leicestershire
Job Types: Permanent
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