Team Leader - Contact Centre

WHY BEMOTO?

Are you passionate about leading and supporting a team to deliver exceptional customer service in the dynamic world of motorbike insurance? Look no further! At BeMoto, we're dedicated to providing top-notch coverage and delivering outstanding customer experiences. As a Team Leader, you'll play a crucial role in ensuring our clients receive the highest level of service and support. Your leadership will be pivotal in fostering a team culture that prioritises customer satisfaction and service excellence while also supporting and empowering team members to thrive professionally.

JOB SUMMARY:

We are looking for a highly experienced and customer focussed Customer Service Team Leader. As a Team Leader, you will ensure that all customer communications (calls, emails) are dealt with within agreed SLA’s and in line with our quality standards.

1. Manage and motivate a multi-skilled team of customer representatives to achieve individual and team objectives.

2. Consistently deliver on all service KPIs for your team and embed a culture of "first time resolution".

3. Create a culture of high performance, ensuring your team continually seeks opportunities to exceed performance targets for speed, efficiency, sales and quality.

KEY RESPONSIBILITIES:

• Manage and motivate a multi-skilled team of Customer Service Representatives to achieve individual and team objectives.
• Create a culture of high performance, ensuring your team continually seeks opportunities to exceed performance targets for speed, efficiency, sales and quality.
• Improve your team's efficiency measures through tactical, real-time management of team and individual performance.
• Review the performance of staff, identify training needs and work with relevant departments to plan and coordinate training sessions.
• Provide coaching, feedback and ensure training and development plans are maintained for all team members.
• Maintain a thorough knowledge of our products and services throughout the team.
• Coordinate team reward and incentive schemes, ensuring that a culture of customer excellence is maintained at all times.
• Work collaboratively with key stakeholders to deliver excellent service standards across all customer facing channels including SLAs, answer rates and call waiting times.
• Manage adherence to shift patterns.
• Support with recruitment and development of new contact centre colleagues.

DESIRED QUALITIES & EXPERIENCE:

• Previous experience in a contact centre leadership role.
• Collaborative team worker who takes ownership for identifying and delivering outcomes and can operate independently with minimal guidance.
• Strong interpersonal skills with the ability to communicate with stakeholders at all levels in the organisation.
• Exceptional people management skills.
• Strong customer focus and customer service skills.
• Ability to work well in a fast paced environment.
• Excellent understanding of technology, software applications, and phone and computer systems.
• Proactive about your own development.
• Ability to deputise for line manager where appropriate.

CORE COMPETENCIES:

Leadership, Self-Motivation, Customer Oriented (Internal and external customers), Planning & Organisation, Strong Oral and Written Communication, Team Work.

SALARY & BENEFITS:

• Full-time, 35 paid hours per working week. Monday through Saturday, shifts between 9am and 6pm.
• Generous holiday entitlement: of 33 days (including bank holidays). Rising to 36 days with length of service.
• Possibility to participate in a bonus scheme.
• Company Pension Scheme.
• Flexible employee benefits plan, including:

- Health cash plan

- Employee assistance programme

- Retail discounts

- Cycle to work scheme

• Annual salary reviews and development opportunities.