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Customer Service Team Leader at PIB Group
Croydon, England, United Kingdom -
Full Time

Start Date

Immediate

Expiry Date

10 Dec, 25

Salary

0.0

Posted On

11 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Good communication skills

Industry

Marketing/Advertising/Sales

Description
  • 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. The key areas of focus are:

How To Apply:

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Responsibilities
  • 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.