Customer Service Team Leader - Working From Home

2 days left

Recruiter
Acorn Insurance Financial Services Ltd.
Location
Newcastle Upon Tyne
Salary
£Competitive
Posted
13 Oct 2020
Closes
23 Oct 2020
Contract Type
Permanent

Position Title: Team Leader

Dept/Unit: Customer Services

Rota: Monday - Saturday 8:00am-9:00pm on a 3 week rolling rota

Would you like to take the next step in your career as a Team Leader? We are looking for a high achieving individual who can engage, lead and develop the Customer Service Team; a pro-active thinker who can support & implement a clear strategy, is professional and has a strong ability in coaching and developing. This is a fantastic opportunity for someone looking to grow their career with Acorn. We aim to give you more than a job, we want to give you a purpose and genuine job satisfaction.

Role Purpose & Function

?? Provide an exceptional level of customer service across all our customer contact channels including voice and digital

?? Provide technical support across our flexible working model of remote and office-based team members

?? Engage directly with customers during peak volume periods to deliver a world class customer experience

?? Acts as a company ambassador to ensure great customer service is at the heart of what we do, in all that we do

?? Viewed as a subject matter expert and provides guidance and support to team members for quality, compliance and customer resolution

?? Identify training needs to pro-actively provide individual or group coaching for performance improvement

?? Support the engagement and wellbeing of colleagues within the Customer Service Team

?? Coordinate the smooth running of the department ensuring all key learning, return to works and other supporting documentation has been completed

?? Collate team member feedback and drive resolutions to improve customer experience

?? Carry out quality monitoring processes regularly and implement improvement plans

?? Lead by example and display corporate values in all that you do

Key Tasks & Responsibilities

?? Supports Team Manager and performs management duties when required

?? Actively practice TCF principals and ensure FCA guidelines are applied where required

?? Regularly conduct coaching, call monitoring and quality feedback sessions

?? Provide in team support to help peers resolve queries in a customer centric led way with the right resolution first time

?? Participate in activities designed to improve customer satisfaction and business performance

?? Communicate clear messages confidently and able to motivate all team members

?? Act upon customer feedback and carry out route cause analysis to improve processes and services to increase satisfaction

?? Possess a clear understanding of departmental KPI's

?? Provide support with onboarding of new starter colleagues within a remote and office environment

?? Ability to identify intraday fluctuations in channel volumes and effectively communicate workstream changes

?? Support the engagement and wellbeing of colleagues within the Customer Service Team

Knowledge & Experience

Essential

?? Minimum 1 year experience in a customer services role within a motor insurance or financial services business

?? Possess excellent interpersonal skills with the ability to engage positively with all colleagues across all levels

?? Ability to effectively communicate, both written and verbally

?? Comfortable working as part of a team as well as independently

?? Skilled in multi-tasking including the ability to be flexible and adapt quickly to changes

?? Demonstrates clear understanding of business process and procedures

?? Excellent administrative skills with the ability to prioritise workload management

?? Good forward planning and time management skills with a high level of attention to detail

?? Articulates a vision that generates excitement, enthusiasm and commitment

?? Effective in utilising interpersonal and influencing skills where appropriate

?? Knowledge of FCA and GDPR Regulations, in particular complaint handling and TCF.

Desirable

?? Understanding of industry standard coaching techniques i.e. GROW model

?? Experience of utilising SMART objectives to achieve individual and team goals

?? Previous experience of supporting remote team members within a flexible working model

?? Vocational & management certifications

Generic Competencies

?? Achievement Drive

?? Problem Solving

?? Leading Change

?? Influencing

Specific Competencies

?? Honesty and Integrity

?? Developing Self & Others

?? Continuous Improvement

?? Quality & Compliance

?? Customer Focus

?? Team Working

?? Judgement & Decision Making

About Acorn Insurance.

We have almost 40 years of experience helping people secure competitive car, taxi, van, motor trade and home insurance, across the UK. As a specialist insurance provider, we offer a wide range of competitive insurance policies that can are tailored to our customers unique insurance needs. In 2020 we were in the Sunday Times top 30 Profit Track companies for private companies with fastest growing profits. We have an award-winning Finance Director and a CEO of the year finalist.

Why Acorn Insurance?

Acorn want to give you more than a job, we want to give you a purpose and a career.?

See below some of the benefits you will receive.

??Perk Box Online & High Street Vouchers and discounts

??Option to Buy/Sell Holidays

??Child Care Vouchers

??Cycle to work Scheme

??Flexible Working Patterns

??Service-related holiday entitlement capped at 32 days (including bank holidays).

??Clearly defined progression paths with training and support...... click apply for full job details