Job Title: Customer Service Team Leader

Application Closing Date: Friday 13th September 2024

Location: Milton Keynes - Hybrid (3+2)

Salary: £29,000 to £35,000 dependent on experience

Contract Type: Permanent

Are you passionate about delivering first class customer service?

Are you a natural leader with the ability to motivate and coach your team?

If the answer is 'Yes', we want to hear from you!

What’s great about the role?

As a Customer Service Team Leader, you will have a great opportunity to role model exemplary customer service whilst leading and coaching a team of 11. You will be experienced in problem solving and have confidence in handling escalated customer queries including making judgements on suitable resolutions. You will use data analysis to identify opportunities for improvements in current processes or ways of working to enhance team performance and be accountable for KPI’s, targets and service standards.

Benefits

• Hybrid working between home and office (3 days in office 2 working from home)
• 25 days annual leave with option to purchase additional holiday days
• Private medical insurance
• Employer contributory pension
• Free travel insurance for you and your family
• Life assurance – 4 x salary
• Practical Health Plan
• Salary sacrifice options include big technology purchase discounts, retail discounts platform, share ownership plan and more

What are we looking for?

• Experience of managing, coaching and training a team within a customer service environment is essential.

• Experience of managing a customer service team within insurance / financial services would be an advantage.

• Experience of analysing statistics and management information and making recommendations for improvements and implementing action plans accordingly.

• Experience of being accountable for KPIs, targets and service standards relating to a customer service team.

• Experience of monitoring individual’s performance for quality purposes and providing feedback to drive performance improvement.

• Experience assessing insurance claims would be an advantage.

• Experience of delivering extraordinary, personalised customer care, whilst handling both inbound and outbound telephone calls.

• Experience and confidence in handling escalated customer queries including making judgements on suitable resolution.

• Good numerical ability to calculate claim payments.

• Intermediate level ability on Microsoft Excel and Word.

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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!

Why Personal Group?

We protect the unprotected and connect the unconnected!

We do this by providing market leading employee benefits and straightforward insurance plans focused on improving employee health, wellbeing and engagement to create a happier, healthier and a more productive workforce. Alongside this we 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 while ensuring that our offerings across the Group are fair, reasonable and accessible to all reaches of society.

To find out more about the amazing products we offer and a little more about us take a look at our careers page - https://www.personalgroupcareers.com/

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.