Customer Services Team Leader - Model Office

We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty mega too!

Do you have strong leadership experience gained from a customer service contact centre environment or perhaps you have been working your way up the career ladder towards a management role? Are you ready to take the next step in your career by managing a team of customer service professionals and shaping the best possible experience for our customers!

We’re on the lookout for a talented Customer Services Team Leader to join our customer and operations team in Haywards Heath, West Sussex.

Here at First Central we are a growing and thriving business committed to delivering exceptional customer experiences across our multi products. You’ll manage the daily operations and management of a Customer Service team to measurably improve the customer experience by leading, championing and assessing continuous improvement activity. You’ll shape the future of our operation, ensuring our customers receive a friendly, professional, and consistently high-quality service in a busy contact centre environment.

You’ll be great if you have these skills:

Leadership: Can you lead a team to deliver outstanding service every day? Are you confident in coaching and developing people to hit KPIs and grow? We need a motivating leader!

Innovative: Can you spot opportunities for improvement and turn ideas into action? We need an innovator!

Analytical: Are you comfortable working with data to drive decisions? Analytical thinking is essential.

Collaborative: Can you build strong relationships across teams and influence change? Collaboration is what we value.

Here’s a glimpse of what we can offer:

• Salary from £38,000 to £41,000, depending on experience
• Monday to Friday, no weekends!
• 25 days holiday plus 8 bank holidays and an extra \’You\’ day off for important occasions or just a day for you!
• Fully supportive team throughout
• £100 off your car insurance
• A fun, vibrant and busy place to work

What’s Involved:

• Daily team management ensuring the team have the tools and capabilities to fulfil their functions
• Embedding a top performing, highly engaged culture
• Maintaining and engaging with key stakeholders, providing updates and action plans on outputs and activities
• Managing a program of work to deliver on the team objectives, flexing between service, projects and experiments in line with business need – including but not limited to:
  • Providing an excellent level of service to customers in a contact centre environment
  • Contributing to and building knowledge, training and process documentation
  • Testing of system and process changes
  • Onboarding new products and services to determine the best rollout strategy
  • Assist with testing and deployment of new initiatives where required, whilst providing detailed and timely feedback
• Performing regular process reviews to understand and improve the customer experience
• Coach, mentor and develop the team using a recognised coaching framework to achieve KPI’s and behaviour Targets
• Gather and analyse performance data
• Ensure the team are following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business
• Through the use of data and facts, make suggestions for improvements and test these using the PDCA cycle (Plan, Do, Check & Act)
• Work closely with outsourced providers & operations managers in order to share best practice
• Be the voice of the customer within retail operations and ensure team delivery is the gold standard for performance across all KPIs
• Assist the recruitment process including assisting with the interviewing and on-boarding
• Conduct regular performance reviews, including probationary reviews and annual appraisals
• Monitor handlers performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
• Deal with all colleague issues including monitoring absence, supporting the disciplinary process, and resolving colleague issues with support from the manager and HR when required

Experience, Skills & Knowledge

• You’ve previous management experience in a contact centre environment with proven delivery of continuous improvement activity
• You’re not fazed by computers and software, with good Microsoft Excel and Word knowledge
• You’ve got strong analytical and problem-solving skills, ability to identify root causes and solutions
• You’re a great communicator, both verbal and written
• You’ve got people leadership, stakeholder management and organisation skills including coaching, data gathering, analysis and synthesis, influencing, critical thinking
• Organisation, timekeeping and prioritisation are second nature to you, balancing your workload effectively
• You’ve good data and statistical analysis skills

Behaviours

• You’re customer focused and passionate about achieving the right customer outcomes. After all people are at the heart of everything we do!
• You’re self-motivated, proactive and enthusiastic
• Approachable and keen to assist others whilst also takes initiatives to make decisions
• You’ve a flexible approach to work and adopts a positive attitude, embracing, embedding and incorporating the Company values
• You’ve a desire to learn and develop through continuous training
• You’re confident in presenting complex information in a clear and concise manner
• You’ve got a sharp eye for detailand accuracy
• You’ve an agile and adaptive mindset to test solutions and quickly implement into BAU
• You can think about the business as a system rather than individual parts
• You’re able to challenge others where necessary with arguments based on data and facts

Sound like you? We want to hear from you!

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here .

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.

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