At a Glance
- Tasks: Lead and inspire a dynamic customer service team to deliver exceptional client support.
- Company: Join Lloyd & Whyte, part of Benefact Group, a top-rated employer in the UK.
- Benefits: Enjoy 28 days annual leave, bonus schemes, and health benefits.
- Other info: Be part of a charitable organisation committed to making a difference.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Proven leadership experience and a passion for customer service excellence.
The predicted salary is between 40000 - 40000 £ per year.
Salary: Up to £40,000.00 (depending on experience) + bonus potential
Working hours: 37.5 hours per week, Monday to Friday
Duration: Permanent
Location: Eastleigh
About the role
Lloyd & Whyte, who are proudly part of Benefact Group, are looking for a Customer Service Team Manager to join our Business Choice Direct team in their Eastleigh office. Business Choice Direct, commonly referred to as BCD, is an independent insurance broker specialising in commercial and consumer motor insurance; providing tailored cover for couriers, vans, minibuses and fleets, as well as tradespeople and SMEs.
As a Customer Service Team Manager, you'll play a key role in leading a busy, fast-paced customer service team, empowering your colleagues to deliver exceptional support to our clients across a range of channels including telephone and various digital platforms. Using your leadership experience and passion for exceptional client service, you'll inspire, support, and develop your team whilst ensuring our cultural, service and quality standards are consistently met; supporting the continued growth and evolution of the business.
You will be a visible and proactive leader, driving service excellence, performance and operational improvement, whilst promoting a positive and inclusive team culture. Through effective leadership, coaching and development of your team, management of quality and customer feedback, and effective collaboration across the business, you'll ensure our clients remain at the heart of everything we do, delivering exceptional customer experiences and creating an environment where your people can grow and succeed.
Why join us?
Join a collaborative and inclusive culture that’s committed to making a difference and building a more sustainable future. Ranked amongst the UK's 15 Best Big Companies to Work For in 2025, we offer fantastic career and development opportunities within a rapidly growing, innovative Group - where all profits go to charity and good causes.
What you'll be doing
- Lead, inspire and develop a high-performing team, providing guidance, coaching and support to help colleagues achieve their full potential and deliver exceptional customer outcomes.
- Manage team performance and resources effectively, identifying development needs, allocating workloads, recruiting talent, and ensuring delivery against business objectives and budgets.
- Drive operational excellence by achieving agreed performance objectives, service KPIs and workflow standards, while ensuring customers remain at the heart of every decision.
- Champion a culture of learning and continuous improvement, fostering professional development, technical expertise and industry knowledge across the team.
- Promote collaboration, compliance and service excellence, working closely with colleagues across the business to improve efficiency, manage risk, resolve complaints effectively, and deliver outstanding client experiences.
What you'll need to have
- Proven people leader with strong experience in managing performance, building trust, and creating an engaged and motivated team culture.
- Skilled in developing high-performing teams, empowering individuals to achieve personal and business objectives through coaching, mentoring and continuous development.
- Results-driven and customer-focused, with the ability to drive service excellence, quality standards and operational efficiency.
- Confident communicator and relationship builder, able to influence, present and collaborate effectively with clients, colleagues and stakeholders.
- Proactive, analytical and adaptable, with the drive to embrace challenges, identify opportunities and lead successfully within a regulated environment.
What makes you stand out
- Proven leadership experience within a fast-paced call centre or contact centre environment.
- Experience within the insurance industry is desirable but not essential.
What we offer
- 28 days annual leave plus bank holidays
- Your birthday off
- Group Personal Pension
- Bonus scheme
- A holiday buy scheme
- An array of health and wellbeing benefits, company cash plan, income protection and life assurance
- Enhanced sick pay and parental leave
- Support and funding toward study and professional qualifications
- Paid time off for volunteering
Hear from the hiring manager
Our team here is motivated and upbeat. We support clients through the life cycle of their policy by building strong relationships, resolving queries, and working with colleagues to deliver excellent service.
Lloyd & Whyte offer a range of specialist insurance services to a variety of clients. Our specialisms range from niche scheme insurance for Healthcare professionals to expert insurance for commercial motor vehicles and professional broker-to-broker insurance services. We also have a wide range of personal insurance services that cover homeowners from standard houses through to thatch & listed character properties and high value homes.
The Lloyd & Whyte Group is split into five different client divisions which include multiple companies and brands. Benefact Group is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and have been the 3rd largest UK corporate donor over a decade, having given away £250 million since 2014. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.
We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.
At Benefact Group, we are committed to creating an inclusive culture and building an environment where each and every one of us feels valued and respected. We are a community made up of people with a range of different backgrounds, abilities, perspectives, beliefs and interests and we value the strength this brings to us as a Group. We welcome applications from everyone.
If you need any additional support during the recruitment process, then please let us know.
Customer Service Team Manager in Eastleigh employer: Benefact Group plc
Benefact Group plc is an excellent employer, offering a supportive and collaborative work culture in Taunton that prioritises client success and employee growth. With a strong focus on professional development and a range of benefits including generous annual leave, employees are empowered to thrive while contributing to meaningful business objectives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager in Eastleigh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Benefact Group plc. 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 Benefact Group plc 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 Manager in Eastleigh
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 Benefact Group plc:Your cover letter is your chance to shine! Tell us why you want to work at Benefact Group plc 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 Benefact Group plc!
How to prepare for a job interview at Benefact Group plc
✨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.
