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 Senior 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.

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