Insurance/Customer Service Team Leader

Ipswich, Suffolk
18 Oct 2016
17 Nov 2016
Contract Type
Fantastic opportunity for a customer focused and motivated Team Leader to join an expanding Insurance Company based in Ipswich.


• Training, guiding and supporting members of team
• Overseeing work allocation to team
• Ensuring that required quality is maintained by performing quality audits - file/call. And quality of audits under taken by seniors
• Ensuring customers are kept updated by the team on the progress of work
• Handle customer complaints and escalate necessary issues to the Management Team
• Manage performance of team and individual level in the areas of productivity and quality
• To actively drive performance of department via performance management and reviews
• To control incoming additional work into the department
• Implementation of communication strategy and staff mentoring (includes effective team meetings, 121’s, appraisals, daily focus meetings)
• Resource planning, recruitment and transactional cost
• Actively seek to improve service delivery
• Increasing Customer Feedback scores


• Advanced Microsoft Word / Excel knowledge
• Advanced feedback, coaching and training delivery experience
• Advanced ability to interrogate data and MI accurately, preparing high level audience advanced reports
• Organisation and planning experience
• Problem solving skills and resolution
• Leadership qualities – consistent staff motivation, lines of command, staff are competent, confident and understand expectations
• Performance management experience
• Experience in leading and mentoring senior staff
• Decision making skills
• Relationship management
• Ability to work in a pressured environment
• Advanced Communication skills – verbal and written

• Knowledge of in-house systems
• Knowledge of relevant legislation –Financial Ombudsman Service (FOS) & Financial Services Authority (FSA).
• Knowledge of vehicle types and areas of damage
• Resource planning, recruitment and transactional cost analysis experience
• Awareness of Leadership models and communication framework tools