Customer Service Team Leader

hireful; Croydon; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading insurance company in Croydon is seeking a Customer Service Team Leader to maximize retention results and lead a team of 10. The ideal candidate will have experience in customer retention, resource planning, and team optimization. Strong leadership and the ability to implement successful strategies are essential. The organization values diversity and encourages ambitious individuals to apply.

Qualifications

• Proven experience as a Team Leader in a customer retention role.
• Track record of implementing successful customer retention strategies.
• Minimum of 4 years of experience in a customer retention role, with at least 2 years in a leadership capacity.

Responsibilities

• Maximise retention results.
• Provide leadership and direction to the team.
• Analyse call volume patterns and allocate resources.

Skills

Team leadership

Customer retention

Resource planning

Feedback provision

KPI achievement

Job description

Overview

We are seeking an experienced Customer Service Team Leader to join our dynamic team and lead a group of 10 staff members in the Customer Retention department of our insurance services. The ideal candidate will have a proven track record of success in a team leader role, with a focus on customer retention within the financial services or insurance industry.

What you’ll be doing

• Maximise retention results.
• Deliver and exceed budget expectations.
• Provide leadership, management, and direction to all your team(s).
• Deliver a consistent, efficient, and multi-channel proposition through your team(s).
• Deliver sales through service focusing on fair customer outcomes.
• Provide strong leadership to a team of 10 direct reports.
• Motivate and inspire team members to achieve performance targets and KPIs.
• Conduct effective resource planning to ensure optimal coverage and efficiency.
• Analyse call volume patterns and allocate resources accordingly.
• Monitor and evaluate team performance, providing regular feedback.
• Conduct effective one-on-one sessions (1:1s) to address individual performance and development needs.
• Develop and implement strategies to enhance customer retention.
• Collaborate with the team to identify and address customer concerns, reducing churn.
• Resolve incidents promptly and implement improvements based on incident analysis to enhance team performance.
• Co-ordinate/facilitate ongoing training sessions to keep the team updated on product knowledge and industry trends.
• Identify opportunities for individual and team development, fostering a culture of continuous learning.

What we’re looking for

• Proven experience as a Team Leader in a customer retention role.
• Demonstrated success in resource planning and team optimisation.
• Experience in conducting effective one-on-one sessions and providing constructive feedback.
• Track record of implementing successful customer retention strategies.
• Minimum of 4 years of experience in a customer retention role, with at least 2 years in a leadership capacity – Desirable
• Financial Services or Insurance industry experience – Desirable
• Experience of working with delegated cover holder authority – Desirable

Why PIB Group?

PIB Group is one of the UK’s fastest-growing insurance businesses, offering real career progression, professional development, and a collaborative culture where your work truly matters.

We encourage our people to be collaborative, with entrepreneurship at our core. We are a fast-paced, growing organisation and an exciting place to be.

We also value ambition and creative thinking. You don’t have to tick every box to apply; if you bring fresh ideas and a drive to grow, we’d love to hear from you!

Inclusion & Accessibility

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.