About the role
Our successful Britannia Rescue breakdown team in Huddersfield are looking for a strong Team Leader to lead, motivate and develop our customer representative teams, supporting them to provide outstanding service to our customers and members, in line with business objectives and agreed targets. Personally contributing to the growth of the business.
What you'll be doing;
Using your excellent communication skills you will take ownership of each of your team members, providing successful coaching and feedback. You will be dealing with a diverse range of people issues such as absence, performance management and behaviour in line with the LV= performance guidelines.
You will support our customer representatives handle all types of customer breakdowns and enquiries. Ensuring Customer and internal feedback is acted upon, making sure the team comply with any legal, regulatory and industry body codes of practice. You will need to ensure a team focus of activities and coaching focus, supporting the relevant financial objectives, whilst consistently meeting quality and performance service standards
You must have:
•Proven ability to personally deliver to consistently high standards in a Customer Service delivery environment
•Aptitude to learn and retain product, regulatory and procedural information on an on-going basis to a sufficient level to support the team, with the ability to explain technical subjects in an appropriate manner for the team and customers to understand
•The ability to lead and motivate others with a focus on people and their development
•Accurate and proficient typing and Microsoft Office skills
•The ability to prioritise and manage own workload, delivering on time
•The demonstrated ability to apply sound judgement and negotiating skills to resolve complex customer situations, balancing commercial and customer needs, taking into account cost, quality and time influences sideways and upwards, actively looking and promoting new ways of improving performance
•Experience involving peer team in the development of ideas to improve business performance and establish best practice
•The ability to been seen as a coach and mentor for other team leaders and peers
•Deputises for Sales/Service or Claims Manager in their absence/projects/meetings with the ability to represent your department/function at Operational Meetings
•Assist in the recruitment function
•Works with business analysts to identify improvements to business processes and working practices and ensures that the team adopt agreed changes
•Ensure the delivery, reporting and communication of operational objectives, including the ability to run a project in addition to running your team
•Recognised supervisory qualification or equivalent internal learning. Professional technical qualification relevant to SBU (E.g. CII/FPC) or equivalent business experience
The Process: You will be invited to conduct a short telephone interview, followed by a face to face interview if successful.
Hours: 35hrs per week on an 8 week rolling rota.
Shifts: The 8 week rolling rota is devised of shifts starting from 7am to finishing at 9pm Monday to Sunday. You will be required to work 1 in 8 weekends.
Rewards and benefits
We want you to love what you do and that’s why we’ve put together an excellent benefits package that recognises and rewards a job well done;
- We offer competitive starting salaries, depending on experience, which increase after first 12 months
- Up to a 20% annual bonus scheme based on company and personal performance.
- 24 days' holiday, which increases after two years’.
- Guaranteed to have your birthday off.
- Relaxed, smart casual dress code.
- Exclusive online shopping portal; you'll find excellent savings/ discounts from popular retailers, holidays, travel and so much more!
- Excellent opportunities to be involved in charity events and fundraising
- LV= Pension, which we'll pay twice the amount you pay, up to 14%.
- Money off for you and your family for our LV= insurance products – up to 50% discount.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.