Customer Service Team Leader

Acorn Insurance Ltd; Halesowen; On-site; GBP 28,000 - 34,000; Full time

Job summary

Acorn Insurance Ltd in Halesowen is seeking a Customer Service Team Leader to oversee a busy customer service function on site. The role involves coaching, performance management and driving improvements to meet and exceed KPIs while handling complaints and supporting resource planning.

The position is full-time and permanent, with 37.5 hours per week and shift patterns including a 1-in-3 Saturday rota. A DBS/financial checks process is described in the company information.

Qualifications

• Proven experience leading a high-performing customer service team.
• Strong leadership and people development skills.
• Ability to drive improvements and meet KPIs.

Responsibilities

• Coach and upskill team members across Customer Service and Driver Success, managing QA monitoring and reporting.
• Ensure colleagues meet KPIs and aim to exceed them.
• Take ownership to resolve and manage complaints.
• Support Team Manager to plan and manage resources.
• Manage performance through the 1:1 process.

Skills

Team leadership

Customer service

Performance management

Accountability

Communication

Job description

Job Title: Customer Service Team Leader

Location: Halesowen

Salary: 31,143 plus up to 2000 per annum performance related bonus

Job Type: Full Time, Permanent

Working Hours: 37.5 hours per week, Monday to Friday between 08:30am to 18:30pm on a 5-week rotational shift pattern. 1 in 3 Saturdays 09:00am - 17:30pm.

• Early Shift: 8:30am - 17:00pm
• Mid Shift: 9:00am - 17:30pm
• Late Shift: 10:00am - 18:30pm

What you will be doing:

• Coach and upskill team members across Customer Service and Driver Success, managing QA monitoring and reporting to identify development needs and drive continuous improvement in service quality
• Ensure colleagues meet current KPIs and aim to exceed them
• Take ownership to resolve and manage complaints, utilising Respond effectively
• Ensure team adherence to expected standards
• Support Team Manager to Plan and manage resource, including sickness, absence and punctuality
• Manage performance through the 1:1 process
• Share daily feedback on Customer Service and Driver Success Team performance, call stats and SLA/KPI analysis
• Act as a visible leader and ambassador to deliver our defined Project Anchor strategy, driving employee engagement and championing the Social Committee to deliver inclusive initiatives that strengthen colleague connection, participation and wellbeing
• Manage workload across functions to support service levels and team performance
• Maintain and develop own performance
• Demonstrate and role model our company Values
• Complete all tasks relevant to our Manager Essentials
• Support customer call handling where required to meet business needs
• Support strategy and delivery of new initiatives
• Act as required as a Fire Marshal and First Aider and be a key holder to open and lock up the office at start and end times.

What we're looking for:

• Proven experience leading, motivating and developing a high-performing team in a fast-paced customer service environment
• A values-led leader who consistently role models the organisation's values and builds them into everyday decisions and behaviours
• A strong sense of ownership and commercial awareness, approaching the operation with the care, accountability and initiative of a business owner
• A genuine commitment to our core mission of improving road safety, with the ability to connect team activity and customer outcomes to that wider purpose
• An energetic, visible and hands-on leadership style, with a willingness to get involved and support the team when required
• Very passionate about colleague engagement, creating an inclusive environment in which people feel informed, involved and motivated to contribute
• Able to translate business strategy into clear team priorities and drive consistent delivery
• Confident in managing performance against SLAs and KPIs, using data and insight to maintain service standards and address underperformance promptly
• A continuous-improvement mindset, with a track record of identifying opportunities, challenging existing ways of working and delivering measurable improvements

Additional Information:

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Unfortunately, due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.

Candidates with experience or relevant job titles of; Senior Customer Service Representative, Client Services Manager, Senior Client Services Executive, Customer Service Advisor, Customer Services Supervisor, Customer Relationship Executive, Customer Service Manager, Team Manager, Admin Team Leader may also be considered for this role.