At a Glance
- Tasks: Lead a dynamic customer service team and enhance service quality.
- Company: Join Qover, a leader in digital insurance across Europe.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Be part of an innovative company with a focus on personal customer care.
- Why this job: Make a real difference by supporting customers and leading a passionate team.
- Qualifications: Experience in leading customer service teams and knowledge of UK motor insurance.
The predicted salary is between 29700 - 36300 £ per year.
Qover helps partner brands offer digital insurance across Europe.
Our Customer Care teams make that service personal: listening carefully, explaining coverages clearly and helping customers move forward when they need support.
The role
We’re recruiting an experienced team leader who can organise daily service, coach new colleagues and establish a high bar for quality.
The role combines direct people management with practical support for complex customer situations.
- Core responsibilities
- Own daily UK queue management, rotas, absence cover and escalation of staffing gaps. Coordinate phone coverage with written work and promised callbacks.
- Onboard and coach the four associates through call reviews, written quality checks, regular feedback and individual development plans.
- Monitor service levels, customer satisfaction, repeat contacts, complaints and accuracy. Use handling time to understand workload and coaching needs alongside quality measures.
- Act as the first local escalation point within agreed authority, involving the wider Escalation, Back Office, Claims or Compliance teams when required.
- Help prepare the insurance product launches through product training, realistic customer scenarios, knowledge articles, access checks and individual readiness assessments.
- Work with the wider Care leadership team on forecasts, priorities and customer feedback; support the queue during peaks while preserving time for coaching and management.
- Candidate profile
- Proven experience supervising or leading a frontline insurance team. Direct UK motor insurance servicing knowledge is an asset.
- Evidence of improving service quality and performance through coaching, including handling difficult feedback constructively.
- Practical understanding of UK customer outcomes, complaint handling and support for customers in vulnerable circumstances.
- Confidence using service data, planning shifts, managing competing priorities and working across locations.
- Excellent English communication, sound judgement and experience managing change or a new product launch.
Customer Service Team Lead in London employer: Qover
Qover is an exceptional employer located in the vibrant city of London, offering a dynamic work culture that fosters collaboration and innovation. As a Senior Enterprise Growth Manager, you will benefit from extensive professional development opportunities while working alongside talented individuals in the insurtech sector. With a focus on meaningful partnerships and data-driven strategies, Qover provides a rewarding environment where your contributions directly impact growth and success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Qover. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Qover before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Qover:Your cover letter is your chance to shine! Tell us why you want to work at Qover specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Qover!
How to prepare for a job interview at Qover
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
