We are currently recruiting on behalf of an award-winning insurance company. Due to significant growth plans, they are expanding their Southend based team. We are currently looking for an experienced, passionate, Customer Service Team Leader to lead a team of Customer Service Advisors. You will strive to develop a centre of excellence, building robust processes and procedures taking into consideration customer, consultant and business requirements. You will share customer sentiment, challenges and feedback to the rest of the business to encourage enhancements to the customer experience. You will promote a Learning and Development environment where teamwork, agent engagement, and empowerment are encouraged through coaching, performance measurement and people development which underpins our company’s Mission, Vision and Values. Responsibilities: Lead & Inspire: Manage and motivate a team of Customer Service Agents to excel in service delivery. Drive Improvement: Identify areas for enhancement and implement strategies to boost service quality. Mentor & Develop: Coach and support your team to foster their growth and professional development. Collaborate for Success: Work with other teams to share insights and optimize performance. Resolve with Confidence: Handle escalated customer complaints and ensure effective resolutions. Plan for Excellence: Partner with planning managers to optimize resources and achieve service level targets. Requirements: Natural leader with strong motivational skills Excellent communicator with both customers and colleagues Detail-oriented with a commitment to high-quality service Experience in customer service processes and best practices Strong organizational skills with the ability to thrive in a fast-paced environment Benefits: 32 days holiday - increasing with length of service (inc. bank holidays). Day off for your birthday. Holiday Buy Scheme. Free food and drink including pizza days and lots of sweet treats The option to work remotely after your probationary period. Health Cash Plan - we pay for your day-to-day medical costs. Perkbox - online discounts portal, saving you money on everyday spend e.g., cinema trips, eating out, and all your retail shopping. Tech Scheme - supporting the cost of purchasing the latest tech. Cycle to Work Scheme - supporting the cost of purchasing a new bike. Employee Assistance Programme including paid for counselling sessions supporting employee wellness. Study support and personal development (role and course dependent). Life Assurance - 4 times annual salary protection. Pension Scheme. Christmas Savings Club. Discounts on our travel products for you and your family. Hours: You are required to work 37.5 hours per week which will generally consist of 7.5 hours over 5 days. The Contact Centre is operational during the following hours: 8:30am to 8:00pm Monday to Friday 9:00am to 5:30pm Saturday 10:00am to 5:00pm Sunday 9:00am to 5:00pm Bank Holidays