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Customer Service Sales Team Leader

The Core, BS1 6JX
Full time

Direct Line Group is an ambitious company employing thousands of people throughout the UK. We’re proud to be one of Britain's leading general insurers, offering millions of customers decades of experience and knowledge. In the history of modern insurance, there has never been a bigger time for change than now and we work hard to make sure our well known brands –Direct Line, Churchill, Privilege, NIG and Green Flag are making insurance easier and better value for our customers. We know we can’t do this without our brilliant people who we reward for ideas and thinking as well as results because that’s how we can achieve amazing things – for our customers and for each other. Come work for the 3rd Best Big Companies to Work for in 2019.

This is a fantastic opportunity to join our ‘Direct Line For Business Team’ at our Bristol office  as a Customer Service Sales Team Leader.

What you'll be doing

As a Team Leader you will lead, motivate, develop and manage a team across a number of products.  Ensuring the team delivers excellent customer service, meeting customer’s needs and keeping promises, whilst meeting performance targets and operational objectives.

Key accountabilities

  • Lead your team to achieve the key KPI’s targets on a monthly basis and effectively supporting and managing performance where this falls short
  • Support the Retention strategy of the business and manage your teams performance on all Post Sale activity including Mid Term Adjustments, Renewals, Retention and technical queries
  • Demonstrate an understanding of the customer experience offered by your teams through regular call listening, complaint handling and coaching
  • Identify, solve, escalate problems and customer/process improvement opportunities
  • Lead your team to deliver excellent performance by motivating and engaging all employees ensuring their capabilities are fully developed
  • Managing Productivity and Efficiencies within your team to ensure that we maximise Customer Availability
  • Ensure adherence to all DLG HR processes and procedures
  • Role model the DLG values and ensure you gain regular feedback on how you have demonstrated them within the business

Qualities you’ll need

  • Great customer service and Complaint Handling skills in a customer facing environment
  • Ability to coach and manage a team to achieve core KPI's and Customer metric
  • Ability to engage and lead a team of diverse people
  • Demonstrate an innovative approach and flexibility to problem solve when required
  • Commercial Insurance would be beneficial but not essential

Hours: 35 hours. The shifts would be a range of shifts between the opening hours of Mon - Fri 8am - 8pm, Sat 9-5, Sun 10-4
The successful candidate would work on a rotational basis

Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts - a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant  high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation's best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.

Life at Direct Line Group

We recommend that you read our colleagues’ stories and ask them a question on our live discussion platform www.directlinegroupcareers.com/ask-our-people. This will help you learn more about us and be better prepared for interviews.