Contact Center Team Lead

Job Details: Customer Operations Team Leader

Full details of the job.

Vacancy Name: Customer Operations Team Leader

Employment Type: Full-Time

Location: Milton Keynes

Job Role: 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 35,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

Our work and impact stretch further too. We manage services for the insurance industry and government to help keep costs down for UK motorists, and we manage the Insurance Fraud Bureau, which brings together insurers, partners and law-enforcement agencies in the fight against fraud.

This is no ordinary Contact Centre job. As a Customer Operations Team Leader, you\’ll be assisting the police to remove uninsured drivers off of our roads. Evidence suggests that uninsured drivers are more likely to kill and injure others on the road and be linked to other criminal activity.

We are looking for an inspiring leader to be responsible for a customer-focused team, whilst coaching and developing team members to thrive and fulfil their potential.

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

Qualifications and Education:

Skills and Knowledge:

• Experience of leading, mentoring and developing a team within a Contact Centre environment
• Experience of maintaining a collaborative and constructive working environment within a department and across the organisation
• Excellent customer service experience
• The ability to prioritise work and manage competing deadlines
• The ability to motivate and foster a strong team working ethos and commitment
• A good appreciation of Data Protection legislation
• The ability to identify opportunities for improvement, derive solutions and implement with successful results
• Good working knowledge of MS Office, particularly Word, Excel and Outlook
• Excellent communication skills, both written and oral, with the ability to influence others effectively at all levels
• Self-reliant, with the ability to work with minimal supervision

Salary: £46,500 per annum

Grade: 12

Hours: 35 hours per week

IT kit: Supplied to you

Start-up allowance: £320 (before tax)

Working Arrangement: Hybrid working from our Milton Keynes office, MK14

Other Benefits include:

• Contributory Group Stakeholder Personal pension scheme
• Life Assurance
• Employee Incentive Scheme
• 25 days holiday (plus public holidays)
• Holiday purchase scheme
• Sports and Social Club
• 24/7 Employee Assistance Programme
• Free access to online tools to support mental and physical health
• Enhanced maternity, paternity and adoption leave
• 1 volunteer day each year and charity matched funding scheme

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.

For more information, take a look at our job pack HERE .

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