Customer Service Team Leader

Business: Crusader Assistance

Location: Hampton

Contract Type: Full-time

Hours: 37.5

Salary: £25,000 - £27,000

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Customer Service Team Leader

Crusader Assistance, are looking for an experienced Customer Service Team leader from a office/call centre environment. 

We are a claims company - specialising in road traffic accident claims, home contents, pets and more and our customer service team, take calls from all areas and deal with any query, updates or anything else claims related .

As a Customer Service Team Leader you are responsible for the management of the non-fee earning part of the call centre, responsible for the daily running of the call centre team through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.

You will effectively manage customer team SLA's ensuring that calls are answered and dealt with as swiftly and professionally as possible, in an appropriate manner, and that the administration for each call is too manged effectively and efficiently.

Responsibilities:

  • Manage the Administration, Customer Service and ULR (uninsured loss recovery) staff within the call centre, set targets to ensure maximum productivity and provide overall direction.
  • Periodically review the effectiveness of the service and make recommendations for improvements to the Operations Manager
  • Produce management reports for the Operations Manager and Operations Meeting
  • Setting and meeting performance targets for speed, efficiency, and quality;
  • Planning and managing change;
  • Managing the daily running of the department.
  • Maintaining up-to-date knowledge of the departments and developments,
  • Monitoring random calls to improve quality, minimise errors and track operative performance;
  • Reviewing the performance of staff and identifying training needs.
  • Recording statistics, user rates and the performance levels of the centre and preparing reports;
  • Coaching, motivating and coordinating bonus, reward and incentive schemes;
  • Analysing performance statistics and making decisions on the basis of these statistics;
  • Ensure that individuals meet or exceed 90% on call quality (both inbound and outbound) .
  • Be fully conversant with, and adhere to all Crusader ULRS policies and procedures.
  • Ensure problem incidences are reported daily to the Operations Manager.
  • Identify recurring process issues and provide feedback to the relevant Team Manager and Operations Manager in a constructive way for process improvement.
  • Share information with team members and actively contribute to team meetings.
  • Highlight ideas for continuous improvement throughout the business.
  • Cover the current shift patterns from hours of 0900 – 1900 and 1 in 4 Saturdays, 0900 – 16.00
  • Maintain and enhance Crusader Assistance impression with both Client and customer.
  • Prepare for quarterly appraisal meeting with Operations Director.

Productivity & Minimum Requirements;

  • Display understanding and knowledge of the statistics and nature of the work the company undertakes.
  • Ensure that individuals meet or exceed performance related targets.
  • Ensure that calls are answered as per our Service Level Agreements by the team 

Skills/Experience:

Preferred - Experience leading a customer service team within a similar industry. 

An understanding of the broker and insurer industry

We would expect the right individual for the role, to have excellent time keeping, to be approachable and able to understand and resolve team issues, by using your own imitative and knowledge or skills from a previous role as a Team leader.

  • Must be well organised, ability to manage own work load and remain calm under pressure.
  • Must be enthusiastic and self motivated.
  • Work as a team and as an individual, to ensure productivity is maintained at a high level.
  • Ability to communicate clearly by telephone & email is essential.
  • Excellent conversational skills – polite, clear, fluent, concise, can build rapport.
  • Ability to create and use excel for the formation of statistics and management reports.
  • Understanding, empathy and patience when speaking with the client.
  • Well-developed listening skills.

 

Immediate interview and start available.

Apply now