At a Glance
- Tasks: Lead a passionate team to provide exceptional customer service and support victims of uninsured drivers.
- Company: Join MIB, dedicated to making roads safer and helping victims rebuild their lives.
- Benefits: Enjoy a competitive salary, hybrid working, and a range of employee benefits.
- Other info: Embrace a diverse workplace where you can truly be yourself.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in managing teams and a strong focus on customer service.
The predicted salary is between 48000 - 48000 € per year.
At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately. Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.
About the role
The purpose of our Customer Operations Team Leader is to lead and be responsible for a team providing an efficient and customer focused service, whilst creating opportunities for members of the team to develop and fulfil their potential, acting as a role model, displaying MIB’s culture and values.
Key Responsibilities
- To lead, develop, coach and motivate a team
- To analyse information, formulate business decisions and proposals
- To oversee the delivery of excellent customer service by the team
- Complete regular reviews for members of the team, including monthly 121’s and annual performance reviews
- Proactively manage the performance of team members, in line with company policies and procedures
- To enhance employee engagement and embed cultural change
- To establish and maintain a high-performance culture
- To facilitate team members in planning and prioritising their own work
- To empower team members in making timely and effective decisions, while providing appropriate challenge to encourage ownership
- To proactively seek out opportunities to improve the service provided and take appropriate action as required
- To ensure team targets are met
- To work collaboratively with other Claims & Customer Operations Team Leaders, sharing best practice
Skills and Experience
- Experience of managing, mentoring and developing a team within a Contact Centre or Customer Operations environment
- Demonstrable ability to drive performance through proactive management, regular reviews and constructive feedback
- Experience using customer service data and operational information to analyse issues and make effective business decisions and proposals
- Strong evidence of establishing and maintaining a high-performance, collaborative team culture aligned with organisational values
- Ability to embed employee engagement and deliver cultural change through coaching, training and day-to-day role modelling
- Sound understanding of Data Protection principles and the ability to apply them appropriately in a customer-facing environment
- Track record of improving customer outcomes through identifying service gaps, implementing improvements and delivering measurable results
- Good working knowledge of MS Office, particularly Word, Excel and Outlook, with confidence using tools to support reporting and decisions
- Excellent communication skills with the ability to influence stakeholders across all levels (written and verbal)
- Self-reliance and evidence of working effectively with minimal supervision while maintaining organisation, prioritisation and target delivery
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day. So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.
Customer Operations Team Leader employer: Motor Insurers' Bureau (MIB)
At MIB, we pride ourselves on being an exceptional employer dedicated to making a meaningful impact in the community by ensuring safer roads. Our Milton Keynes office fosters a collaborative and inclusive work culture, offering robust employee growth opportunities through coaching and mentoring, alongside a comprehensive benefits package that includes hybrid working, a contributory pension scheme, and wellness support. Join us to be part of a passionate team that values diversity and empowers you to bring your best self to work every day.
Contact Detail:
Motor Insurers' Bureau (MIB) Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Team Leader
✨Tip Number 1
Get to know the company culture! Before your interview, dive into MIB's values and mission. Show us that you’re not just a fit for the role, but also for the team. We love candidates who resonate with our passion for making roads safer!
✨Tip Number 2
Prepare some solid examples of how you've led teams in the past. We want to hear about your coaching style and how you've motivated others. Bring those stories to life so we can see how you'd fit into our Customer Operations Team Leader role.
✨Tip Number 3
Don’t shy away from asking questions during your interview! We appreciate candidates who are curious and engaged. Ask us about our current challenges or how we measure success in the team. It shows you’re thinking ahead and ready to contribute.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start. We can’t wait to see your application!
We think you need these skills to ace Customer Operations Team Leader
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for making roads safer shine through. We want to see how you connect with our mission and values, so don’t hold back on sharing why this role excites you!
Tailor Your Experience:Make sure to highlight your experience in managing and developing teams, especially in a customer operations environment. We’re looking for specific examples that demonstrate your ability to drive performance and enhance employee engagement.
Be Data Savvy:Since the role involves analysing customer service data, include any relevant experience you have with data analysis. Show us how you've used data to make informed decisions and improve customer outcomes in your previous roles.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Motor Insurers' Bureau (MIB)
✨Know the Company Inside Out
Before your interview, make sure you research MIB thoroughly. Understand their mission to make roads safer and how they support victims of uninsured and hit-and-run drivers. This will not only show your genuine interest but also help you align your answers with their values.
✨Showcase Your Leadership Skills
As a Customer Operations Team Leader, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully coached team members or improved performance. Be ready to discuss how you can foster a high-performance culture.
✨Be Data-Savvy
Since the role involves analysing customer service data to make informed decisions, brush up on your analytical skills. Think of specific instances where you've used data to identify service gaps or improve outcomes. This will highlight your capability to drive performance effectively.
✨Practice Your Communication Skills
Excellent communication is key in this role. Prepare to articulate your thoughts clearly and confidently. You might be asked to influence stakeholders, so practice how you would present your ideas and proposals. Consider role-playing with a friend to refine your delivery.
