As a Customer Service Operations Lead, you will be responsible for managing and developing team members through training, coaching, goal setting, and guidance. This role requires strong leadership and communication skills to motivate and lead the team in consistently delivering excellent service and driving key performance indicators (KPIs).
The ideal candidate will have at least 3 years of experience in Insurance or Financial Services, with a strong background in customer service and leadership. A CIP qualification is desirable, but not required.
In this role, you will work closely with the Customer Services Manager to achieve operational and quality targets. You will analyze department and team data to create reports that assist management in achieving call centre goals.
About This Role
* Lead a team of customer care professionals to deliver an outstanding customer experience
* Support the development and implementation of action plans to increase employee and customer satisfaction
* Adhere to our risk and compliance framework, conducting call reviews and coaching as necessary
What We Offer
* A competitive salary and annual performance-related bonus
* Holiday leave of 25 days plus bank holidays and the option to buy up to 5 additional days
* A generous pension contribution and flexible benefits package
* Access to learning and development opportunities, including online courses and recognition points
Requirements
* CIP qualification or equivalent desirable
* At least 3 years of experience in Insurance or Financial Services
* Strong leadership and communication skills
* Excellent customer service skills and passion for delivering exceptional service
Skills
* Customer Service
* Insurance
* People Management