CORGI - Customer Service Team Leader

Since 2011 we've been providing boiler, central heating, plumbing, drains and electric cover to our customers. With over 165,000 customers - and growing fast, we're here to challenge the status quo and provide better value and quality home emergency cover to consumers across the UK. CORGI HomePlan became a member of the OVO Energy Group in May 2017, and is now on a new phase of its journey, with exciting ambitions to grow its customer base and service offering over the next 2-3 years. Position Overview We're looking for an experienced and knowledgeable person to manage a team of customer service agents in a fast paced insurance environment. The Customer Service Team Leader reports to CORGI HomePlan's Customer Service Manager. Team leader Role and Responsibilities The responsibilities of a Customer Service Team Leader are: * Manage performance of their team to deliver short, mid and long term objectives * Offers exemplary customer service, including daily support to their team of Customer Service Agents * To lead their team and manage performance using KPI's, providing regular feedback through 1-2-1's and ongoing reviews * Understand all Company's products, services, procedures and guidelines and effectively communicate to your team * Support and comply with forecasts and budgets for the call centre * Call monitoring/Coaching to ensure quality and compliance standards are adhered to * Facilitate and organise training sessions for all agents and participate in recruitment of new call centre agents * Recommend initiatives to enhance job performance at the call centre * Submit relevant MI data to improve performance at the centre * Ensure that customers are treated fairly throughout the Operations processes Customer Service Team Leader Skills and Qualifications: * Minimum of 2 years as a Team Leader with Strong Leadership Experience including: * Absence Management * Recruitment and Interviewing Skills * Performance Management; including Goal Setting and Coaching Skills * Onboarding * Employee training experience including coaching on both technical & soft skills * Strong Communication Skills * Results-Oriented * Ability to manage and build relationships with key stakeholders * Customer Service background skill-set If you are interested then please follow the link and apply.