Customer Service Team Leader - Out of Hours, IP1

Great opportunity for a Customer Service Team Leader with a knowledge of the motor claims industry to join a leading Claims Management company based in Ipswich. The successful candidate will need to be flexible in the hours/days they will be looking to work with the majority being in the evening. Duties of Customer Service Team Leader * Resource planning of department ? careful planning of holidays, breaks, allowance for sickness, training, promotions, leavers/joiners to ensure an agent utilisation of 90% is maintained. * To ensure all staff answer the telephone within 10 seconds and deal with calls as per their job descriptions. * Lead the day to day operations within the department and drive improvements in performance through people * Provide mentoring and seek to continually develop the technical skill and performance of team members * Compiling and analysing Management Information to assist in ensuring customer service and team performance targets are monitored and corrective action if required is taken in a proactive manner. Skills required for Customer Service Team Leader * Knowledge of insurance claims handling and compliance processes desirable * Actively promote a high-performance culture in a people, values and vision centric environment * Ability to work to deadlines and SLA?s * Approachable management style * Ability to adopt a logical approach * Basic knowledge of relevant legislation ? Financial Ombudsman Service (FOS) and Financial Conduct Authority (FCA). In return you will receive a competitive salary with excellent benefits and the opportunity to progress your career