Customer Support Team Leader

We are looking for a proactive and experienced Customer Service Team Manager to lead our dynamic support team within the insurance sector. This role is pivotal in ensuring customer satisfaction, operational efficiency, and continuous improvement through data-driven decision-making.

As Customer Service Team Manager, you will use data to optimise workflows and implement best practices to deliver exceptional service across multiple channels, including live chat and email ticketing systems. You will have strong leadership skills, a passion for delivering outstanding customer experiences, and proven experience in managing teams within a customer service environment.

Key Responsibilities

• Experience with Zendesk or similar software 
   Lead, coach, and inspire the customer service team to consistently achieve performance targets.

• Monitor and analyse data to improve workflows, customer satisfaction, and operational efficiency.

• Oversee daily operations, ensuring smooth handling of customer queries via live chat, email, and other channels.

• Implement and maintain best practices across all customer service functions.

• Collaborate with other departments to enhance customer experience and resolve complex issues.

• Drive continuous improvement initiatives and staff development.

About You

• Proven experience in a Customer Service Team Manager or similar leadership role.

• Strong people management, coaching, and mentoring skills.

• Excellent communication and problem-solving abilities.

• Comfortable working with customer service software and data analysis tools.

• A passion for delivering exceptional service and motivating a team to excel.

Benefits

• Salary negotiable - DOE
• Casual dress code 
• Free onsite parking 
• 25 days holiday plus 1 extra day for each full year of service (up to 28 days). Option to buy or sell up to 5 days annually.
• Birthday off 
• Hybrid working after probation
• Volunteering leave – up to 2 days per year to support causes you care about.
• Enhanced sick pay after 12 months of service.
• Annual flu vaccination and free eye tests.
• Employee Assistance Programme – 24/7 confidential support.
• Career development path – quarterly objectives, annual reviews, and financial support for professional qualifications.
• Loyalty bonus 
• Quarterly staff recognition awards.
• Workplace pension (NEST).
• Annual social events – days at the races, Christmas parties, boat trips.
• Enhanced family benefits – maternity, paternity, adoption, and fertility assistance.
• Staff discounts
• Cycle to Work scheme.
• Free fruit in the office weekly and free lunch once a month.

If you are ready to take the next step in your career and lead a talented team in a growing, people-focused company, we would love to hear from you.

Apply today and join us as our next Customer Service Team Manager. 

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