Customer Service Team Leader Location: Southport – 3 days onsite and 2 days from home Hours: Early/late rotation between Monday – Friday 8am-6pm and 1 in 7 Saturdays (9am-2pm) The Company: The company specialises in providing comprehensive insurance solutions designed to protect consumers from unexpected financial hardships. They offer a range of products aimed at covering payment obligations, including loans, mortgages, and other financial commitments. With a strong focus on customer security, their services help individuals manage risks associated with unforeseen events such as job loss, illness, or injury. Role Purpose: You will be responsible for leading a high-performing team of Contact Centre Customer Representatives, ensuring they deliver excellent customer service. Accountable for meeting KPI targets in operational performance, sales, and customer satisfaction. Leading a culture of continuous improvement to drive the business to market excellence. Key Responsibilities: Responsible for team performance in achieving key business, customer service, people, and operational efficiency goals, while ensuring compliance with legal regulations and internal procedures. Foster a culture of continuous improvement and analyse data to identify opportunities to improve individual and team performance e.g. KPIs, customer insights, complaints and QA feedback. Responsible for developing a network of contacts, both internally and externally to keep up to date with best practices and personal development Coach, empower, and inspire team members to excel in customer service and meet KPI targets. Promote engagement, trust, and openness in team communication, and uphold company values. Support compliance with quality principles, security, and regulatory requirements, while safeguarding sensitive information. Encourage professional development, maintain a positive approach to work, and represent the company professionally in all interactions. Key Skills and Knowledge: Must have team management experience in a call centre/office environment, ideally in a regulated environment Proven track record of coaching teams to meet and exceed KPIs Strong focus on driving performance and improving results Skilled in fostering a high-performing, collaborative team culture Ability to set clear objectives and motivate teams to achieve goals Excellent communication skills with the ability to influence and build relationships Comfortable operating in a fast-paced, changing environment Proven ability to manage risk while maintaining a customer-focused approach