The Company
Keycare is Europe’s largest provider of specialist key insurance. Over 2.5 million customers enjoy peace of mind by insuring their keys with Keycare. Our quality of service is excellent, with 4.8 star TrustPilot reviews and excellent NPS scores. We have around 45 staff are based from premises in Shipley near Bradford.
About the Role
The Customer Services Team is committed to providing outstanding service to customers through attitude, expertise, technical support and quality of service.
As Customer Team Leader you will play a key role within the Customer Services Team. You will use your experience and expertise to be the first point of contact for complex and technical queries on the team and will provide additional support to the Customer Care and Quality Manger and Customer Services Manager. You will be responsible for the provision of customer service in accordance with agreed service levels and targets. You will work within the parameters of established procedures and will adhere to all regulatory requirements in particular ‘Treating Customers Fairly’. You will be able to demonstrate your competence as a Customer Services Team Leader through regular reviews and annual assessments
Key Duties
- To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
- To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets
- To ensure departmental KPI's are being achieved whilst adhering to SLAs
- To undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policy
- Provide support to members of the team where needed
- Pay attention to and respond quickly and appropriately to process changes in relation to the provision of the service ensuring the team are aware and have all up to date information
- Setting and meeting performance targets for speed, efficiency, and quality
- Managing the daily running of your team within a busy contact centre environment
- The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery against customer requirements
- Liaising with team members, Team Managers, external customers and other colleagues to gather information and resolve issues
- Handling complex customer complaints or enquiries
- Act as first point of contact for escalation for complaint handling complex service user calls.
- Organising staffing, including shift patterns and the planning the number of employees required to meet demand
- Improving performance by raising efficiency
- Where a high number of process changes take place, ensure these are communicated, actioned and support is provided to all Customer Service Advisors where required
- Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place
- Lead by example with regards to behaviours acting professionally at all times
- Developing constructive and cooperative working relationships with colleagues
Who we are looking for
- Experience of Managing a team
- Experience of coaching and developing people
- Experience of working as part of a team
- An ability to plan, prioritise and co-ordinate your workload
- Excellent communication and interpersonal skills
- Strong decision-making abilities
- An ability to empathise with people at all levels
- An ability to manage and resolve complaints
- Emotional resilience
- Experience of working in a contact centre environment is desirable
- Previous experience of delivering a telephone and / or online based service is desirable.
Job Type: Full-time
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Work Location: In person
Application deadline: 27/06/2025
Expected start date: 01/08/2025
