We are seeking an experienced Customer Service Team Leader to join our dynamic team and lead a group of 10 staff members in the Customer Retention department of our insurance services. The ideal candidate will have a proven track record of success in a team leader role, with a focus on customer retention within the financial services or insurance industry. The key areas of focus are: Responsibilities: Maximise retention results. Deliver and exceed budget expectations. Provide leadership, management, and direction to all your team(s). Deliver a consistent, efficient, and multi-channel proposition through your team(s). Deliver sales through service focusing on fair customer outcomes. Provide strong leadership to a team of 10 direct reports. Motivate and inspire team members to achieve performance targets and KPIs. Conduct effective resource planning to ensure optimal coverage and efficiency. Analyse call volume patterns and allocate resources accordingly. Monitor and evaluate team performance, providing regular feedback. Conduct effective one-on-one sessions (1:1s) to address individual performance and development needs. Develop and implement strategies to enhance customer retention. Collaborate with the team to identify and address customer concerns, reducing churn. Resolve incidents promptly and Implement improvements based on incident analysis to enhance team performance. Co-ordinate/Facilitate ongoing training sessions to keep the team updated on product knowledge and industry trends. Identify opportunities for individual and team development, fostering a culture of continuous learning. Experience: Proven experience as a Team Leader in a customer retention role. Demonstrated success in resource planning and team optimisation. Experience in conducting effective one-on-one sessions and providing constructive feedback. Track record of implementing successful customer retention strategies. Minimum of 4 years of experience in customer retention role, with at least 2 years in a leadership capacity - Desirable Financial Services or Insurance industry experience - Desirable Experience of working with delegated cover holder authority - Desirable Further information As well as a competitive salary we offer the following benefits - Competitive holiday allowance with the annual option to buy additional days Death in Service benefit of x4 salary Company pension scheme Enhanced maternity and paternity leave packages A flexible benefits package which allows you to add additional benefits to your overall package Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more Referral schemes Discounted rates on PIB products We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering day. We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint. We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB. We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.REF-219 120