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HELPLINE TEAM LEADER

Cardiff

Job Reference st6367
Location Cardiff
Salary / Hourly Rate £22,500 per annum
Sector Customer Service
Job Type Permanent
Details Full Time
Date Posted 20 Nov 2018

Job Description

Helpline Team Leader – 6 month secondment
£ Excellent + lifestyle benefits, study support and other excellent benefits you would expect of a global organisation.
Full-Time, 35 hours per week
Cardiff City Centre
Permanent / FTC

Our client specialises in the provision of claims management and loss adjusting services. With their dedication, they’ve been providing outstanding customer service support for over a decade in supporting claimants in a crisis.

Helpline are looking for a committed, dedicated and passionate Team Leader to join their 24/7, 365 days a year telephone based claims team in Cardiff city centre.

Helpline is a diverse team. They never close. When the rest of the Business or their partners close, HelpLine comes to life. They deal with customer calls for around 400 schemes and want your help in managing a diverse team of Helpline Advisers. You`ll hold responsibility for coaching, developing and mentoring your team and the wider team, as well as ensuring all client service level agreements are met.

They are looking for an individual who is `hands on` when it comes to operational effectiveness. You`ll ideally come from a service centre background and have a successful track record in managing a team of advisers.

As our service centre never closes, flexibility of working hours is essential. Although there isn`t an expectation to work night shifts, being available to work weekends and bank holidays (on a rota basis), especially during times of surges in claims and call volumes is crucial.

The job comes with a competitive salary and great benefits. This is a fantastic opportunity to join a global organisation within the insurance sector.

They are looking for someone who has/is:
• Previous experience as a Team Leader within fast paced target driven environment is essential
• Excellent planning and organisational skills with the ability to multi-task and prioritise team`s workload
• Proficient in handling escalated customer complaints.
• Self-motivated with the ability to lead and inspire others to maximise their potential.
• Passionate about quality
• Excellent coaching skills
• Self-confident with personal credibility and a professional image
• Highly articulate with excellent written and verbal communication skills
• Influencing and interpersonal skills
• A strong understanding of contact centre technology
• Excellent presentation skills.

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