Claims and Customer Service Team Leader
Location
Warrington, Cheshire | United Kingdom
Job description
Do you have a passion for delivering first class customer service?
Are you an enthusiastic leader of a team?
Are you able to remain calm and adapt in changing circumstances?
Working hours are 8am – 5pm or 9am – 6pm, with 1 in 3 Saturdays.
Salary up to £30,000 plus fantastic bonus opportunities.
About Us:
ABL was established in 1994 and has remained a leader in the field of vehicle repair ever since. ABL works in partnership with insurance companies and prides itself not only in the quality of its work but in providing excellent customer service.
With recent investment and continued growth, we are looking for hard working, passionate and service driven individuals to join our Claims and Customer service team. You will join a team that are central to our business, providing a first-class experience to our customers – managing inbound and outbound calls.
What you will be doing:
- Leading, motivating and coaching your team to deliver against all KPIs including quality and productivity targets
- Completing quality monitoring and identifying learning points for each individual and the team
- Identifying trends in call handling, creating solutions to enhance or improve the customer experience
- Being a point of escalation for complex queries, supporting with customer escalations when required
- Support in the recruitment of new agents, through telephone and face to face interviews
- Be responsible for the training and support of new and existing team members
- Work with other Senior team members to ensure the sharing of knowledge, skills and best practice
- Complete 1:1s, return to works and team meetings
- Set the standards for the team to follow
What we need from you:
- Experience in a senior or team leader role within a customer service or call centre environment
- Good coaching skills with experience in giving feedback to team members to motivate, engage and improve performance
- Excellent organisational and time management skills
- First class service mentality, with an understanding how to maintain customer satisfaction whilst balancing business requirements
- Self-motivated and ability to use own initiative to prioritise workload and problem solve, sometimes under pressure
- Positive attitude with a flexible and resilient approach to change
- Good level of computer skills, used to working with MS Office and claims / customer databases
- Good attention to detail and accuracy to ensure a right first-time approach when keeping call notes
What can we offer you in return?
- Opportunity to earn more through additional incentives.
- 28 days holiday (including bank holidays)
- Healthcare Cash Plan (including Gym and shopping discounts)
- Employee Assistance Programme
- Celebration Day (to use as you wish to celebrate a significant day in your life)
- Car Insurance discount with LV
- Employee Engagement Budget (money to go out as a team and have fun!)
- Access to Mental Health First Aiders
- Cycle to Work Scheme
- Refer a Friend Scheme (earn £1,000 for referring people to join the team)
Joining our team at ABL1 Touch means becoming part of a dynamic organization that values its employees and provides opportunities for professional growth. We offer a competitive salary, benefits package, and a supportive work environment.
If you are a results-oriented professional with a passion for the automotive industry and possess the skills required for this role, we would love to hear from you.
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