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