Customer Service Team Leader in Bradford

£33,500

Monday to Friday 0845 - 1700, 1 in 6 Saturday mornings 0900 - 12.30 paid at overtime rate.

Experience of managing a team in a fast-paced administration regulated environment, with demonstrated results of this in a similar complaint driven environment.

My client specialises in providing insurance business solutions globally and are one of the leaders within their field. The customer experience is paramount to the business and their commitment towards this has forged long-term and successful business relationships with their customers.

An opportunity has arisen for a Customer Service Team Leader to join their ever-successful Customer Service Support department, based in the Bradford offices, offering hybrid once fully trained.

Reporting to the Customer Services Manager, the Customer Service Team Leader role will be to manage day to day activity and development of a team of approximately 13 Internal Consumer Administrators within a busy compliant driven office environment. Focusing on people management and development, you will have a track record of demonstrating results through effective team management, ensuring the team deals expertly with a wide variety of administrative requests, enquiries and disputes in order to provide an exceptional service.

Other key responsibilities of our Consumer Administration Team Leader include:

• Manage direct reports, addressing HR issues like absence, conduct, and capability.
• Hold monthly 1-1 meetings; identify and implement coaching, training, and development opportunities.
• Monitor and report on performance improvements from individualised plans.
• Oversee functional activities to meet business demands, timelines, service levels, and KPIs.
• Review team processes and recommend efficiency or service improvements through the Continuous Improvement program.
• Serve as a communication link between the management team and direct reports, ensuring accurate delivery of messages and strategies.
• Build relationships with Senior Management stakeholders across Products teams to improve team processes.
• Participate in hiring and selection for direct reports.
• Ensure team contacts are processed efficiently within authority limits and company policy.
• Develop the team for superior customer experience through knowledge and customer focus.
• Provide daily leadership to achieve targets and maintain engagement.
• Prioritise and manage personal workload, reporting issues to the consumer manager.
• Ensure completion and logging of all mandatory and job-specific training for you and your team in Workday, per CPD requirements.
• Complete annual Performance Reviews for direct reports, including assessments against objectives, competency frameworks, and conduct standards; address any underperformance promptly.
• Ensure the team complies with FCA guidelines.
• Perform additional duties as needed to support organisational needs.

Qualifications, Experience, Competence:

• Demonstrated experience in people management, preferably leading a team within a contact centre environment, with a practical approach to addressing business challenges.
• Proven background in handling HR matters, including but not limited to disciplinary actions and dismissals.
• Familiarity with high-paced contact centre operations and adapting to shifting daily priorities.
• Exceptional verbal and written communication skills, enabling confident interaction across all organisational levels.
• Consistently exhibits authority and professionalism when engaging both internal stakeholders and external customers.

To become their new Consumer Administration Team Leader you will need:

• Experience of managing a team in a fast-paced administration regulated environment, with demonstrated results of this in a similar complaint driven environment and be familiar with FCA.
• The ability to motivate, lead and inspire a team.
• Can make sound judgments regarding people's skills, character and motivations with the ability to gain trust and respect of subordinates.
• Excellent level of I.T skills, including Microsoft Excel, experience of using client databases or internal data management systems.

Great salary offered £33,500 with excellent benefits, 25 days holiday plus banks, free parking, additional annual leave and more and a superb team of 12 to manage and develop.

I look forward to reviewing your application. Thank you for taking the time to apply.

Lisa Farr Associates Recruitment Specialist.