Customer Contact Team Leader - Top 100 Firm

22000.00 - 22000.00 GBP Annual + GBP22000/annum
15 Oct 2016
09 Nov 2016
Contract Type
Full Time
Customer Contact Team Leader
Location: North End, Portsmouth
Salary: GBP22,000


We are a leading and rapidly expanding insurance group who have benefitted from a string of successive achievements and impressive accolades, including 42 award wins in the last three years alone, a Gold Standard' tribute from Investors In People and Extraordinary' status in The Sunday Times 100 Best Company to Work For, for four years running.


We offer the following standard benefits for working with us:

• Health care Cash Plan
• Competitive pension contribution scheme
• 22 days Holiday
• Company Sick Pay
• Life Assurance

Perks of the job include:

• Brand new, top of the range onsite FREE gym for all staff members
• Service canteen (open for breakfast, lunch and dinner)
• Summer celebration events (this year there was a mini Glastonbury-style festival with performances given by Craig David and The Kaiser Chiefs).
• Dress down Fridays
• Prize giveaways
• Multi store gift cards
• Fancy dress days
• Free hot and cold drink machines
• Charity events and much more???


Working within our Pet Insurance department, the main aim of the job role is to manage and develop the division in order to meet customer service, sales and renewals SLAs that achieve business plan objectives and financial targets. In addition, to ensure that an organised, efficient and effective service is provided to meet the expectations and technical standards of internal and external stakeholders


• Manage, lead, develop and motivate a team of Customer Contact Agents.
• Achieve challenging team targets and goals.
• Assess and make suggestions for improvement on existing departmental processes.
• Manage the delivery of SLA's and FCA requirements ensuring operational targets and customer standards are met.
• Understand the commercial and financial impact of individual and team performance.
• Understand team and individual productivity, setting targets to deliver KPI through Performance Management.
• Manage and embed departmental protocols and guidelines to ensure client service standards are adhered to.
• Establish and maintain a competent level of technical, product and system knowledge to support the team.
• Drive employee motivation by demonstrating role model behaviour.
• Measure, analyse and report on team and individual productivity, current working practices and KPI's.
• Be proactive in identifying operational issues and proposing solutions/changes that will positively address these.
• Implement structured coaching, and training and development activities for staff and reviewing the effectiveness of these.
• Develop a performance orientated culture, enabling all staff to contribute effectively and be continually motivated to achieve high levels of productivity and outputs.
• Demonstrate good customer skills in all dealing whilst continually promoting the companies vision, values and culture.
• Commit to own personal development.
• Provide support, mentoring and guidance to others as required.
• Manage and embed HR processes.


• Experience of leading and managing a team
• A strong knowledge of the Pet industry and products
• The ability to demonstrate strong leadership skills within a challenging results-orientated environment
• Experience of achieving targets and goals
• Experience of working in a customer orientated environment
• Ability to develop and motivate others in a changing environment
• Excellent communication skills
• Works on own initiative
• Strong analytical and decision making abilities


The working hours will be on a shift basis, 37.5 hours per week. To apply for this position, you MUST be committed to work between the hours of 8am-8pm Monday to Friday and occasional weekends

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