Customer Service Team Leader - PIB Group : Job Details

We are seeking an experienced Customer Service Team Leader to join our dynamic team and lead a group of 10 staff members in the Customer Retention department of our insurance services. The ideal candidate will have a proven track record of success in a team leader role, with a focus on customer retention within the financial services or insurance industry. The key areas of focus are:What you’ll be doing:

• Maximise retention results.
• Deliver and exceed budget expectations.
• Provide leadership, management, and direction to all your team(s).
• Deliver a consistent, efficient, and multi-channel proposition through your team(s).
• Deliver sales through service focusing on fair customer outcomes.
• Provide strong leadership to a team of 10 direct reports.
• Motivate and inspire team members to achieve performance targets and KPIs.
• Conduct effective resource planning to ensure optimal coverage and efficiency.
• Analyse call volume patterns and allocate resources accordingly.
• Monitor and evaluate team performance, providing regular feedback.
• Conduct effective one-on-one sessions (1:1s) to address individual performance and development needs.
• Develop and implement strategies to enhance customer retention.
• Collaborate with the team to identify and address customer concerns, reducing churn.
• Resolve incidents promptly and Implement improvements based on incident analysis to enhance team performance.
• Co-ordinate/Facilitate ongoing training sessions to keep the team updated on product knowledge and industry trends.
• Identify opportunities for individual and team development, fostering a culture of continuous learning.

What we’re looking for:

• Proven experience as a Team Leader in a customer retention role.
• Demonstrated success in resource planning and team optimisation.
• Experience in conducting effective one-on-one sessions and providing constructive feedback.
• Track record of implementing successful customer retention strategies.
• Minimum of 4 years of experience in customer retention role, with at least 2 years in a leadership capacity - Desirable
• Financial Services or Insurance industry experience - Desirable
• Experience of working with delegated cover holder authority - Desirable

Why PIB Group?PIB Group is one of the UK’s fastest-growing insurance businesses, offering real career progression, professional development, and a collaborative culture where your work truly matters.We encourage our people to be collaborative, with entrepreneurship at our core. We are a fast-paced, growing organisation and an exciting place to be.We also value ambition and creative thinking. You don’t have to tick every box to apply, if you bring fresh ideas and a drive to grow, we’d love to hear from you!Inclusion & AccessibilityWe are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.#HPREF-223 844