- You'll be responsible for leading and supervising a team of Customer Service Executives to ensure the delivery of exceptional customer experience
- You'll manage day-to-day operations, providing guidance to team members, and fostering a positive and productive work environment
- You'll play a crucial role in achieving performance targets, maintaining high service standards, and contributing to the overall success of the customer service department, while ensuring we are compliant with all regulatory requirements
- You'll drive accountability within the team, through promptly managing any people performance and/or behaviours in conjunction with HR where necessary, e.g.: design, deliver, measure and implement performance improvement plans and/or formalised action etc.
- You'll design, assist, support, develop and facilitate continuous improvement initiatives across operations and the business
- You'll ensure compliance and the consistent application of policy, guidelines, procedures, legislation and regulation is maintained across the team to ensure good customer outcomes
- You'll have minimum 2 years' experience in a frontline leadership position, ideally in insurance or financial services industries (a background in contact centres, or a fast-paced, KPI driven culture is desirable)
- You'll comply with any standard of fitness and probity issued by the Company and relevant local country regulator
- You'll ideally have 'The Chartered Insurance Institute – Award' and working towards the Certificate, with commitment to complete this within agreed timelines
- You'll have a strong understanding of customer service principles, best practices, and KPIs, as well as knowledge and understanding of customer service delivery practices and systems
- You'll have proficiency in using customer service software, CRM systems, and other relevant tools
- Travel insurance
- Health insurance
- Life Insurance
- Company subsidised pension
- 25 days annual leave
- Short term incentive plan
- Employee reward and recognition scheme
- Flexible working opportunities
- Competitive family and parental leave programme
- Employee Assistance Programme
- Fitness reimbursement scheme
- Volunteering leave
- Online learning and training opportunities
- Professional membership
- Work anniversary leave
Customer Service Team Leader - Uxbridge, United Kingdom - Cover-More
Description
Job Description
Are you ready to kick-start your career in Insurance?
Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller's journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs
In the post-pandemic world, travel insurance is more important than ever. We are committed to delivering an exceptional service for our customers and we want you to be part of that journey.
So, what's the job?
And what are we looking for?
So, why choose us?
We value optimism, caring, togetherness, reliability and determination.
We have more than 1500 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.
Job flexibility . We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home (after an initial training period).
Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business
Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
We also offer some fantastic benefits including:
Apply today and let's go great places together
#LI-Hybrid