Role Summary
Leading teams in an omnichannel environment to exceed SLA’s, improve voice of customer metrics though continuous improvement and deliver first class customer journeys for our policyholders.
Responsibilities
Responsible for training and coaching team members
Leading teams daily
Providing an excellent customer experience and responding to escalated customer queries, to resolve any issues as high priority
Contributing ideas for continuous improvement
Provide timely feedback to teams and deliver one-to-one coaching
Reporting updates to the business on team progress
Regular, documented one-to-one performance review meetings
Ensure Quality Assessments are reviewed with every colleague when received
Collaboration with other areas of the business to exceed company goals and objectives
Developing and monitoring KPIs
Resource management
Mentoring
Experience, Qualifications & Skills
Experience in leading teams (ideally call centre, insurance )
Excellent communication and organization skills
Strong attention to detail
Proactive approach
Able to use own initiative
Willingness to take on a variety of tasks
Ability to prioritise workload and organise time efficiently
What We Offer
25 days holiday per year (increasing with length of service)
Your birthday off (paid)
4 x salary life assurance
£500 to spend on your physical or mental wellbeing (think gym memberships, spa days etc)
Company pension
Healthcare including 24/7 GP advise & mental health helpline
Discounts at hundreds of brands you know and love
Employee assistance programme
Competitive salary
Discretionary lunch provided to assist with cost of living