Customer Service Team Leader

Blue Octopus
Bradford, West Yorkshire / Homeworking
£30,000 per annum + Excellent Holidays
10 Jan 2022
07 Feb 2022
Contract Type
Full Time

Here at Car Care Plan, we are now looking to appoint two Customer Service Team Leaders; one to manage our Voice Team and the other, to manage our Back Office Team.

As our Customer Service Team Leaders, you’ll coach and develop a team of Claims Customer Service Agents and undertake feedback, coaching and development activities to help improve the quality of the customer experience and claims accuracy offered by the team. You’ll also pick up any escalated enquiries from the team, holding an expert knowledge of your designated products.

As an active part of the management team, you’ll act as the communication conduit between the Agents and management, ensuring that any messages or strategies from management are accurately and appropriately delivered. Responsible for the delivery of service level, quality and production targets, you’ll conduct formal performance appraisals for each member of your team as well as regular 1-2-1’s.

We really need our Team Leaders to have good people skills – someone who can motivate, coach and develop individuals to support and deliver results. A high level of customer focus is equally as important, as is an open mind when it comes to different ways of working. We’d like you to have excellent communication skills, good relationship and networking skills and the ability to establish creditability with senior managers.

With a professional and positive manner, you will have strong organisational and planning skills to include the ability to work on a range of projects/tasks and establish priorities so that results are delivered and deadlines are met. You’ll be enthusiastic, flexible and resilient and be able to collect, collate, understand and evaluate information including financial data with good attention to detail.

Experience of an FCA regulated environment is preferred but by no means essential. What’s more important is a genuine passion for customer service, working in a customer focused environment and dealing with customers from a diverse client base.

Founded in 1976, Car Care Plan are the leading provider of award-winning vehicle warranty and asset protection products.

Offering award-winning products and services isn’t possible without the people we employ to make it happen. Be part of the future of Car Care Plan!

Our benefits include 25 days holiday + Bank Holidays and the option to Holiday Buy, Childcare Vouchers, Cycle to Work, Private Medical Insurance and excellent career progression for the right person. We also like to host occasional staff parties, raffles and cake sales and have dress down Friday on the last Friday of every month!

Car Care Plan operate a hybrid working environment, where following training and achievement of quality standards, one third of your time will be office based, with the remainder home working. A safe and quite working environment in your home is essential, as well as good internet performance.

Please refer to full job description attached upon completing your application.

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