At a Glance
- Tasks: Lead and inspire a dynamic customer service team to exceed performance goals.
- Company: Join a values-driven organisation focused on improving road safety.
- Benefits: Competitive salary, performance bonuses, and a supportive work environment.
- Other info: Opportunities for career growth and a commitment to colleague engagement.
- Why this job: Make a real impact while developing your leadership skills in a fast-paced setting.
- Qualifications: Experience in leading high-performing teams and a passion for customer service.
The predicted salary is between 31143 - 33143 £ per year.
Location: Halesowen
Salary: £31,143 plus up to £2000 per annum performance related bonus
Job Type: Full Time, Permanent
Working Hours: 37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am - 17:30pm.
What you will be doing:
- Coach and upskill team members across Customer Service and Driver Success, managing QA monitoring and reporting to identify development needs and drive continuous improvement in service quality.
- Ensure colleagues meet current KPIs and aim to exceed them.
- Take ownership to resolve and manage complaints, utilising Respond effectively.
- Ensure team adherence to expected standards.
- Support Team Manager to plan and manage resource, including sickness, absence and punctuality.
- Manage performance through the 1:1 process.
- Share daily feedback on Customer Service and Driver Success Team performance, call stats and SLA/KPI analysis.
- Act as a visible leader and ambassador to deliver our defined Project Anchor strategy, driving employee engagement and championing the Social Committee to deliver inclusive initiatives that strengthen colleague connection, participation and wellbeing.
- Manage workload across functions to support service levels and team performance.
- Maintain and develop own performance.
- Demonstrate and role model our company Values.
- Complete all tasks relevant to our Manager Essentials.
- Support customer call handling where required to meet business needs.
- Support strategy and delivery of new initiatives.
- Act as required as a Fire Marshal and First Aider and be a key holder to open and lock up the office at start and end times.
What we're looking for:
- Proven experience leading, motivating and developing a high-performing team in a fast-paced customer service environment.
- A values-led leader who consistently role models the organisation's values and builds them into everyday decisions and behaviours.
- A strong sense of ownership and commercial awareness, approaching the operation with the care, accountability and initiative of a business owner.
- A genuine commitment to our core mission of improving road safety, with the ability to connect team activity and customer outcomes to that wider purpose.
- An energetic, visible and hands-on leadership style, with a willingness to get involved and support the team when required.
- Very passionate about colleague engagement, creating an inclusive environment in which people feel informed, involved and motivated to contribute.
- Able to translate business strategy into clear team priorities and drive consistent delivery.
- Confident in managing performance against SLAs and KPIs, using data and insight to maintain service standards and address underperformance promptly.
- A continuous-improvement mindset, with a track record of identifying opportunities, challenging existing ways of working and delivering measurable improvements.
Additional Information:
- All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.
- Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa.
- Unfortunately, we are unable to provide visa sponsorships.
Please click the APPLY button to submit your CV for this role.
Candidates with experience or relevant job titles of; Senior Customer Service Representative, Client Services Manager, Senior Client Services Executive, Customer Service Advisor, Customer Services Supervisor, Customer Relationship Executive, Customer Service Manager, Team Manager, Admin Team Leader may also be considered for this role.
Customer Service Team Leader employer: Acorn Insurance Ltd
Street Cover is an exceptional employer that offers a dynamic work environment where innovation and growth are at the forefront. With a hybrid working model based in Liverpool, employees benefit from a flexible approach while being part of a pioneering insurtech company backed by a leading insurance group. The culture fosters collaboration and creativity, providing ample opportunities for professional development and the chance to make a significant impact in the gig economy.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Acorn Insurance Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Acorn Insurance Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Acorn Insurance Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Acorn Insurance Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Acorn Insurance Ltd!
How to prepare for a job interview at Acorn Insurance Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
