At a Glance
- Tasks: Lead a dynamic Customer Service Team, ensuring exceptional service and team performance.
- Company: Bspoke Insurance Group offers tailored insurance solutions and was awarded MGA of the year in 2025.
- Benefits: Enjoy a salary of £32,000, 27 days holiday, private medical care, and up to 10% pension contributions.
- Other info: Hybrid working model with up to 3 days in the Gloucester office.
- Why this job: Join a passionate team that values collaboration, innovation, and personal growth in a non-traditional work environment.
- Qualifications: 2+ years in the insurance industry with strong leadership and customer-focused skills required.
The predicted salary is between 32000 - 44800 £ per year.
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Bspoke Insurance Group provided pay range
This range is provided by Bspoke Insurance Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Hybrid – with up to 3 days each week in the Gloucester office
Salary of £32,000 per annum plus benefits
Hello from Bspoke!
We know you’ll likely search for us before applying, so we’ll keep this short.
The Bspoke Group provides insurance solutions tailored for an evolving world. We’re proud to have been awarded MGA of the year in the National Insurance Awards 2025.
Our vision is to offer niche products through multiple distribution channels, whilst maintaining our specialist trademark. This includes Compass Insurance, renowned as expert providers of insurance to the holiday caravan and residential home parks industries We’re rapidly growing, and that’s where you come in.
Why join Bspoke?
Joining Bspoke means more than just having a job. We don’t follow the usual corporate path – instead, we embrace a dynamic and non-traditional approach. We’re a driven, passionate team that’s genuinely excited about what we do, and we’re proud of it. Delivering exceptional experiences for both our colleagues and customers starts with ensuring a fantastic experience for our people.
Our values serve as a compass and reflect our Group’s core principles and ethics, to enable us to deliver the best outcomes for our colleagues. Here’s a snapshot of our values, so you can see what we’re all about:
- relentlessly collaborative
- defeated by nothing
- proud to be ambitious
- agile at our core
- we are our people
Role overview
You’ll lead the Customer Service Team, within a fast-paced environment supporting retail customers by delivering exceptional customer service across multiple products and distribution channels. You will be responsible for the team of call handlers ensuring we deliver our business goals, this includes ensuring sound judgement in decision-making, meeting service standards, and managing risk effectively.
You will foster a positive, high-performing team culture through inclusive leadership, clear communication, and collaboration with colleagues across Operations, Underwriting, and the wider business to share insight, resolve challenges, and drive improvement.
You will be responsible for managing workflow, flexing capacity to meet seasonal demand, and leading by example to support both individual and team performance. Developing capability within the team through coaching, feedback, and professional development will be a key focus, alongside delivering day-to-day operational goals. The role requires balancing immediate delivery with a commitment to continuous improvement, ensuring the team remains aligned with business priorities and agile in response to change
Key Accountabilities
- Lead and develop the team of Customer Service Advisors to deliver on business objectives, ensuring alignment with corporate strategy and performance targets.
- Set, monitor, and review individual and team goals, ensuring adherence to the competency framework, regulatory requirements, and performance standards.
- Manage team workflow, prioritising tasks and adjusting capacity to meet demand and deliver exceptional customer service, especially during seasonal peaks.
- Design and implement efficient administrative systems, processes, and procedures to support resource management and business objectives.
- Provide ongoing coaching, training, and mentoring, facilitating workshops and team meetings to communicate business updates and promote continuous learning.
- Foster a culture of risk management and ensure compliance with FCA regulations, embedding best practices within the team.
- Monitor team performance using MI and other data insights, using this information to inform decisions, identify trends, and drive improvements.
- Act as a point of escalation for complex underwriting decisions, operational issues, and customer queries, ensuring timely resolutions.
- Lead and support the implementation of business change initiatives, guiding the team through transitions and adapting to new processes.
- Collaborate with senior leaders, internal stakeholders, and external partners to ensure alignment on priorities, drive improvements, and meet customer outcomes.
Skills & Experience
- People Leadership & Development: experience in leading, coaching, and developing high-performing teams to deliver business results and cultivate a positive team culture. Leads by example with integrity and enthusiasm.
- Insurance Expertise: Minimum 2 years\' insurance industry experience with a strong understanding of underwriting, risk management, and regulations.
- Customer Focus: Advocates for customers and champions a customer-centric approach, ensuring team actions meet customer needs.
- Decisive Problem-Solving: Proven ability to make informed, quick decisions in complex situations and resolve issues effectively to maintain service standards.
- Effective Organisation & Prioritisation: Strong organisational skills to manage multiple priorities and deadlines efficiently.
- Communication, Influence, & Improvement: Confident communicator with negotiation skills, experienced in driving continuous improvement and leading through change, with a solid understanding of compliance and industry standards. Coaches team members for enhanced performance and growth.
- Compliance and Regulatory Awareness: A strong understanding of FCA regulations and compliance requirements, crucial for working within the insurance industry and ensuring team practices align with regulatory standards.
- Data-Driven Insights: Familiarity with MI and data analytics for informed decisions and performance monitoring.
- Strong Stakeholder Relationships: Experience building and maintaining effective relationships with internal and external stakeholders.
- Project Management Experience: Experience managing projects related to process improvement or strategic objectives
What’s in it for you?
Salary of £32,000 per annum.
Benefits – 27 days holiday, plus bank holidays, life assurance of four times your salary, private medical care and up to 10% pension contributions, plus lots more.
If this sounds like you, please apply today!
Seniority level
Seniority level
Associate
Employment type
Employment type
Full-time
Job function
Job function
Customer ServiceIndustries
Insurance
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#J-18808-LjbffrCustomer Service Team Leader in Gloucester employer: Bspoke Group
At Bspoke Insurance Group, we pride ourselves on fostering a vibrant and inclusive work culture that prioritises employee well-being and professional growth. With a competitive salary of £32,000 per annum, generous benefits including 27 days of holiday and private medical care, and a commitment to continuous learning, we empower our Customer Service Team Leaders to thrive in a dynamic environment while making a meaningful impact in the insurance industry. Join us in Gloucester, where your contributions will be valued, and your career can flourish in an innovative and supportive setting.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Gloucester
✨Tip Number 1
Familiarise yourself with Bspoke Insurance Group's values and culture. During your interactions, whether in interviews or networking, highlight how your personal values align with theirs, especially around collaboration and ambition.
✨Tip Number 2
Demonstrate your leadership skills by sharing specific examples of how you've successfully led teams in the past. Focus on your ability to foster a positive team culture and drive performance, as these are key aspects of the role.
✨Tip Number 3
Prepare to discuss your experience in the insurance industry, particularly in underwriting and risk management. Be ready to explain how you’ve navigated complex situations and made informed decisions that benefited both customers and the business.
✨Tip Number 4
Showcase your data-driven approach by discussing how you've used metrics and insights to improve team performance in previous roles. This will demonstrate your ability to monitor and enhance service standards effectively.
We think you need these skills to ace Customer Service Team Leader in Gloucester
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities and requirements of the Customer Service Team Leader position. Tailor your application to highlight relevant experience in leading teams and delivering exceptional customer service.
Highlight Leadership Experience:In your CV and cover letter, emphasise your experience in leading and developing high-performing teams. Provide specific examples of how you've fostered a positive team culture and achieved business objectives.
Showcase Insurance Knowledge:Since the role requires insurance expertise, include any relevant qualifications or experience in the insurance industry. Mention your understanding of underwriting, risk management, and compliance with FCA regulations.
Tailor Your Application:Customise your CV and cover letter for Bspoke Insurance Group by reflecting their values and mission. Use keywords from the job description to demonstrate that you align with their corporate strategy and performance targets.
How to prepare for a job interview at Bspoke Group
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully coached team members, resolved conflicts, and fostered a positive team culture in previous roles.
✨Understand the Insurance Industry
Make sure you have a solid understanding of the insurance industry, particularly underwriting and risk management. Be ready to discuss relevant regulations and how they impact customer service, as this will show your expertise and commitment to compliance.
✨Emphasise Customer-Centric Approaches
Bspoke values a customer-centric approach, so be prepared to share specific examples of how you've advocated for customers in past roles. Highlight any initiatives you've led that improved customer satisfaction or streamlined service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think of complex situations you've faced in the past and how you navigated them, ensuring you can articulate your thought process clearly.
