Contact Center Team Lead

Milton Keynes Full-Time 39000 - 52000 £ / year (est.) Home office (partial)

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

Hours: 35 hours per week

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.