Customer Service Team Leader (sjl/cstl)

Job type: Permanent, Full time

Location: Cardiff


Sector: Finance & Insurance

Job description

Our client, an insurance company in the centre of Cardiff have an exciting opportunity for a Customer Service Team Leader to join their growing team.

The role

You will be responsible for the day-to-day leadership of the Customer Service team.

We are not atypical Customer Service team set-up. We have no inbound contact centre as we are fully digital.

Wefocus on customer self-serve and service via email/text/online chat.

You will have two key focuses.

1) Leading and supporting our Customer Service Advisors. You will support and drive a culture ofcontinuous improvement within the team. You will be responsible for the workflow management,planning, escalations and delivery of responses to customers within agreed timescales. As a leader,you will be responsible for coaching and developing your Advisors to improve their skills, experienceand engagement.

2) Promoting an outstanding customer experience. You will ensure customers receive consistentlypositive customer experiences. You will identify areas where the experience can be improved andrecommend change back to the business.

What we need you to do

Monitor our customers are getting the level of service expected. This will be throughauditing and reviewing customer interactions to identify where we can improve and preventthe need to contact us again.

Inspire an atmosphere of positive behaviours and team cohesion where all team membersfeel supported and focused on common goals.

Make sure we have the right level of resource to meet customer demand. This will mean themonitoring of contact trends, combined with day-to-day and longer-term planning.

Ensure your Advisors have the knowledge required to do their job. This includes ongoingassessments, identifying knowledge gaps and organising training.

Ensure the team operates within the regulatory framework.

Report on how the team is doing along with comments and recommendations. This willinclude ad-hoc informal reporting and monthly summaries.

Work with our Complaints team to resolve customer dissatisfaction and preventrecurrences.

Undertake administrative and general customer service responsibilities as required. We're astart-up business, you will be needed to help during peak work volumes, and you won't beafraid to get stuck when needed.

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