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Role Summary
Leading teams in an omnichannel environment to exceed SLA’s, improve voice of customer metrics though continuous improvement and deliver first class customer journeys for our policyholders.
Responsibilities
- Responsible for training and coaching team members
- Leading teams daily
- Providing an excellent customer experience and responding to escalated customer queries, to resolve any issues as high priority
- Contributing ideas for continuous improvement
- Provide timely feedback to teams and deliver one-to-one coaching
- Reporting updates to the business on team progress
- Regular, documented one-to-one performance review meetings
- Ensure Quality Assessments are reviewed with every colleague when received
- Collaboration with other areas of the business to exceed company goals and objectives
- Developing and monitoring KPIs
- Resource management
- Mentoring
Experience, Qualifications & Skills
- Experience in leading teams (ideally call centre, insurance )
- Excellent communication and organization skills
- Strong attention to detail
- Proactive approach
- Able to use own initiative
- Willingness to take on a variety of tasks
- Ability to prioritise workload and organise time efficiently
What We Offer
- 25 days holiday per year (increasing with length of service)
- Your birthday off (paid)
- 4 x salary life assurance
- £500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc)
- Company pension
- Healthcare including 24/7 GP advise & mental health helpline
- Discounts at hundreds of brands you know and love
- Employee assistance programme
- Competitive salary
- Discretionary lunch provided to assist with cost of living
