Customer Service Team Leader / Supervisor

Customer Service Team Leader / Supervisor

About the Company:

They are an independent, privately owned insurance company specialising in travel and motor excess products. They received recognition in 2016 as Best Employer of the Year, by the Insurance Times Awards. As a business, they are highly regarded within their field and have business relations across the globe.

Currently located in Rainham (Medway), they are relocating in November 2017 to brand new offices in Maidstone.

Their business is centred around exceptional customer service. Their team is relatively small in comparison to what a ‘normal' call centre team is, and they like it that way. They value the importance of job satisfaction and making their working environment a fun place to be. They have a number of extra benefits including;

• Staff bonus scheme
• Opportunities to gain professional qualifications and additional training
• 22 days' annual leave (increasing to 25 over three years)
• Extra days leave to celebrate your birthday
• Perkbox membership
• Fresh Fruit Mondays, Treat Wednesday
• Employee of the Month
• Quarterly Nights Outs
• Access to Employee Assistance Programme

What they are looking for:

They are seeking an experienced Team Leader / Supervisor with that ‘sunshine' personality who genuinely enjoys delivering great customer service.

Their customer service team are the ‘voice' for their company, and so it is essential that the candidate has:

• An excellent grasp of the English language (additional languages will be a huge plus)
• A confident telephone manner
• Lightning speed typing skills
• Superb attention to detail
• High level of computer skills (being proficient in basic Microsoft Office applications (Outlook, Word, PowerPoint and Excel)
• Ability to prioritise their own work load.

Passion, commitment, enthusiasm, proactiveness and flexibility are all essential qualities that they look for in their staff. Previous insurance experience is essential, with previous call centre experience being seen as a benefit.

In addition to the above, the Team Leader role will need to have the ability to manage, motivate and monitor team productivity and performance. They should be someone who can inspire and develop a team to enable them to deliver their business aspirations. This role will work closely with their Head of Operations, and be targeted with increasing productivity, whilst ensuring expected standards are delivered in a cost efficient and effective manner. Applicants applying for this role will ideally have previous experience of leading a team in a team leader or supervisory role.

About the role:

The average day will include the following:

• Supporting, coaching and developing the customer service team
• Replying to customer and supplier emails, calls and live chats
• Ensuring SLAs are being adhered to
• Dealing with straightforward to complex customer queries
• Resolving customer's complaints (although this is not their normal working day norm).

The salary for this role is £21,000 – £23,000 and the working hours are Monday – Friday from 9am – 6pm (no weekends or Bank Holidays!).

If you think you are who they are looking for, then they want to hear from you. To apply please send your CV with a covering letter using the apply button provided.