Customer Services Team Leader

TN United Kingdom; Haywards Heath; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative, market-leading insurance company is seeking a talented Customer Services Team Leader to enhance customer experiences. This role involves managing a dynamic team, driving continuous improvement, and ensuring high-quality service in a busy contact center. With a commitment to employee well-being, the company offers a supportive environment where you can thrive. If you're ready to take the next step in your career, this is the opportunity to make a significant impact and shape the future of customer service operations.

Qualifications

• Strong leadership experience in a customer service environment.
• Experience in delivering continuous improvement changes.

Responsibilities

• Manage daily operations of a customer service team.
• Conduct regular performance reviews and coach team members.

Skills

Leadership

Critical thinking

Communication

Problem solving

Time management

Tools

Microsoft Excel

Microsoft Word

Job description

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Client:

First Central Insurance Management Ltd

Location:

Haywards Heath, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

Job Views:

8

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. We’re ambitious. We’re growing. We’ve won awards.

Do you have strong leadership experience gained from a customer service contact centre environment or perhaps you have been working your way up the career ladder towards a management role? Are you ready to take the next step in your career by managing a team of customer service professionals and shaping the best possible experience for our customers!

We’re on the look out for a talented Customer Services Team Leader to join our customer and operations team in Haywards Heath, West Sussex.

Here at First Central we are a growing and thriving business committed to delivering exceptional customer experiences across our multi products. You’ll manage the daily operations and management of a Customer Service team to measurably improve the customer experience by leading, championing and assessing continuous improvement activity. You will shape the future of our operation, ensuring our customers receive a friendly, professional, and consistently high-quality service in a busy contact centre environment.

To be successful in this role, you'll need key skills to include:

Leadership: Lead, inspire, and coordinate our contact centre team. Create a motivated and engaged workforce that delivers exceptional results

Critical thinking : Use your logical reasoning to analyse performance results, testing outcomes and improve customer experience

Confidence: Buildingtrustedworking relationships with stakeholders at all levels

Influential: Be an outstanding leader able to challenge and make decisions quickly

Are you looking for a work / life balance? You'll spend most of your first month in our Haywards Heath, West Sussex office for training and support and then hybrid working can begin either 2 or 3 days in the office each week with the remainder working at home. But of course, it’s your choice - if you prefer to be in the office more - that's good with us too.

Ready to make an impact? Apply now and be part of our success story!

Job responsibilities:

• Daily team management ensuring the team have the tools and capabilities to fulfil their functions
• Embedding a top performing, highly engaged culture
• Managing informal retail contact centre complaints within the 3 working day SLA for example manager call backs and call listening requests
• Managing a program of work to deliver on the team objectives, flexing between service, projects and experiments in line with business need – including but not limited to:Providing an excellent level of service to customers in a contact centre environmentContributing to and building knowledge, training and process documentationTesting of system and process changesOnboarding new products and services to determine the best rollout strategyAssist with testing and deployment of new initiatives where required, whilst providing detailed and timely feedback
• Performing regular process reviews to understand and improve the customer experience
• Coach, mentor and develop the team using a recognised coaching framework to achieve KPI’s and behaviour Targets
• Gather and analyse performance data
• Ensure the team are following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business
• Be the voice of the customer within retail operations and ensure team delivery is the gold standard for performance across all KPIs
• Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
• Assist the recruitment process including assisting with the interviewing and on-boarding
• Conduct regular performance reviews, including probationary reviews and annual appraisals
• Monitor handlers performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
• Deal with all colleague issues including monitoring absence, supporting the disciplinary process, and resolving colleague issues with support from the manager and HR when required
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
• Any other reasonable duties

Experience, skills and knowledge:

• Previous leadership experience working in a customer services environment (contact centre or telesales an advantage)
• Experience in delivering continuous improvement changes and implementations
• Strong people leadership experience
• IT and software skills, including good Microsoft Excel and Word knowledge
• Good communication skills, both verbal and written
• Coaching, data gathering, analysis, influencing and critical thinking
• Good time management and organisation skills
• Problem solving skills with the ability to adopt a logical approach to resolving problems
• Good data and statistical analysis skills

Behaviours:

• Self motivated and enthusiastic
• An organised and pro-active approach
• Approachable and keen to assist others whilst also takes initiatives to make decisions
• A flexible approach and positive attitude
• Desire to learn and develop through continuous training
• Confident in presenting complex information in a clear and concise manner
• Emphasis on attention to detail and accuracy
• Embrace, embed and incorporate the Company Values and leadership principles
• Able to balance workload effectively
• Adopts an agile and adaptive mindset to test solutions and quickly implement into BAU
• Thinks about the business as a system rather than individual parts
• Able to challenge others where necessary with arguments based on data and facts

What can we do for you?

People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full .

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.