Job Description
Customer Service Team Leader
£29,400 per annum
Must have insurance and management experience
Location: Cwmbran, Wales
Hours: Monday to Friday, 8:30am – 5:00pm (40 hours per week)
Training: Tamworth, Sutton Coldfield - 2 weeks | all expenses paid
Perks: 28 days holiday (including bank holidays), Workplace Pension Scheme, Life Insurance, Eye Tests, Medical Cashplan, Yearly Flu Vaccination
Duties & Responsibilities:
* Lead, motivate, and mentor a team of Customer Service Coordinators.
* Conduct performance reviews and support team members' training and development.
* Analyse and correct financial data to maintain accurate projected margins.
* Act as a key liaison between customers, insurance companies, and contractors.
* Provide outstanding customer service, addressing materials choices, and ensuring satisfaction.
* Oversee claims within SLAs, scheduling restoration teams efficiently.
* Input accurate data into systems and customer portals.
* Produce reports based on field staff input.
* Resolve and escalate complaints following FCA guidelines.
Skills and Experience:
* Previous experience in a similar role.
* Strong communication skills, both verbal and written.
* Outcome-driven with good organisational skills.
* Ability to work under pressure and on own initiative.