Current Vacancies

Customer Service Team Lead

Location - Bristol
Employment Type - Full Time - Permanent
Salary - Up to £30,000
Hours Per Week - 37.5

We are recruiting for a Team Leader to mentor and develop a team of Quality Assurance Agents. The ideal candidate will be able to coordinate a function based across multiple sites, as well as being able to travel abroad a few times per year. We don’t require candidates to have an insurance background, but we do need a natural leader who is passionate about delivering high quality service to our customers.

If you have the leadership skills and drive that we’re looking for, we can offer you a unique opportunity to grow and develop within a well-established team.   

Key Responsibilities:

  • Lead a team of Quality Assurance Agents including coordinating and monitoring their work, completing 1-1s, absence requests, etc.
  • Handle a high workload in an organised manner and to excellent standards within strict deadlines
  • Complete root cause analysis in respect of complaints and QA outcomes to ensure the corrective action is taken in the future
  • Contribute towards reporting for the team as well as the entire QA function
  • Ensure each customer receives outstanding service by ensuring a friendly environment, maintaining solid product knowledge. Ensure every customer falls within FCA guidelines to Treating Customers Fairly
  • Comply with internal and external regulatory, operational, compliance and key control systems and procedures
  • Constantly seek to improve quality control effectiveness by developing new approaches and techniques
  • Maintain knowledge of current best practice by keeping up to date with market and educational opportunities; reading professional publications; maintaining personal networks and, where available, membership of professional bodies
  • Proactively establish and maintain effective working team relationships with all departments
  • Guide and mentor junior members of staff to ensure that they meet required standards as part of a team

You’ll have the following skills & experience:

  • Excellent planning and organisation skills with a proactive approach to goals
  • Highly developed interpersonal skills and an ability to build rapport
  • Excellent attention to detail and accuracy to work outputs with excellent writing skills
  • Ability to prioritise workloads and meet deadlines
  • Strong communication and negotiation skills
  • Ethical – focused on Treating Customers Fairly
  • Computer literate
  • Respect for customer and business confidentiality
  • Confident, self-motivated and enthusiastic team player
  • Ability to work in a fast-paced environment

What we offer you

  • 25 days annual leave, plus extra day for each year worked up to 2 years. 30 days after 5 years.
  • Pension
  • Annual Bonus
  • Flexible working, mix of office and homebased
  • 100’s of exclusive retailer discounts
  • Professional wellbeing, health & fitness app
  • Enhanced parental leave
  • Life Assurance, 4 x salary
  • Car Insurance Discount – 25%
  • Travel Insurance Discount – 20%
  • Cycle to work scheme
  • Community support day
  • Christmas and Summer parties