Customer Champion Team Leader (12 Month Maternity Leave)

Full details of the job.

Employment Type: Full-Time

Location: Hybrid – Borehamwood

About Us: Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK. We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif. PPG’s ambition is to create the leading pet insurance and health services platform globally. Over the last two years, through the success of our partnership strategy, which includes Sainsbury’s Bank, PDSA and Post Office, we’ve doubled the size of our business. We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition. We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff. We are proud of our diversity, which is one of our core strengths. We want all of our people to thrive in an environment where bringing a different perspective is welcomed. We reflect the broad diversity of the customers we serve and we embrace an inclusive working environment. If you want to work as part of a team, building and delivering something exceptional which will make a difference to pet owners and their pets and if you want to have fun in the process, we would love to hear from you.

Role Purpose: The purpose of this role is to manage a team of Specialist Customer Champions to deliver the operational requirements of the Contact Centre. The Contact Centre Team Leader will be responsible for optimising Customer Service Advisors’ time to ensure service is delivered in line with our key performance indicators and quality targets. The Customer Contact Centre Team Leader will be able to demonstrate individuals’ potential for development, and be able to document SMART development plans for the individuals to achieve. They must excel in verbal and written communication skills, and demonstrate the ability to explain complex and technical information clearly and accurately. They will be able to evaluate and understand the impacts of their decisions, whilst considering the business needs. Generating enthusiasm and energy is fundamental, in order to instil commitment, focus and motivation within the team, while demonstrating the appropriate behaviour in all circumstances. The Customer Contact Centre Team Leader will demonstrate initiative and will have a willingness to share their experience and knowledge to enhance the effective working relationships of the department.

Key Responsibilities:

• To manage client lines, ensuring agent’s available time is utilised effectively at all times.
• To handle all escalated calls in a professional and courteous manner, in line with Company procedures.
• To identify development areas within the team and highlight any development needs to the Customer Contact Centre Trainer and Customer Contact Centre Manager.
• To provide timely documentation for all required information to support Customer Service Advisors performance, i.e. 1-2-1’s, return to work, performance management.
• To help Customer Service Advisors develop and improve call handling skills and product knowledge and holding monthly reviews.
• To assist with call taking and help improve our service levels particularly when we are struggling with PCA.
• Seek to achieve and exceed individual, team and departmental targets, acting as a role model to Customer Service Advisors and Senior Advisors.
• Leading, managing and motivating to ensure that the service standards and targets are met whilst team morale remains high, to motivate the team to meet and exceed targets.
• To provide support and assistance to Customer Service Advisors and Senior Advisors, to enable them to effectively perform in their role.
• To promote a positive image of Pinnacle Pet Group and client companies.
• To demonstrate a flexible and positive approach to the changing requirements of the workplace.
• To test systems/changes if required at times and if needed to ensure the Contact Centre is not impacted unnecessarily.
• To maintain an acceptable level of attendance, punctuality, housekeeping and general time-keeping, acting as a role model to colleagues.
• To use call centre systems effectively and continuously monitored throughout the day to ensure targets are met.
• To ensure that all Company procedures are followed.
• To follow Company regulations on Health and Safety and maintain a safe and tidy working environment.

Successful Candidates Will Have:

• Previous call centre experience (preferably in an inbound environment).
• Proficient customer service experience.
• Sound experience working towards individual, team and departmental targets.
• Excellent communication skills, verbal and written.
• Excellent telephone manner.
• The ability to communicate effectively and have good interpersonal skills.
• Sound organisation and time management skills together with professionalism.
• Excellent attention to detail.
• PC literate.
• Previous experience in a call center would be ideal.
• Onsite 3 days in Borehamwood, 2 days WFH (after training complete).