Customer Service Team Leader

We’re looking for a Customer Service Team Leader

Do you want to represent a nationally recognised brand as part of our Customer Service division? NHBC is the UK’s leading warranty and insurance provider for newly built homes and the largest Approved Inspector for Building Control in England and Wales and we’re looking for a Customer Service Team Leader to join our team.

Your day-to-day role

This is a vital role pivotal to achieving key performance targets and FCA compliance through engaged management of a team of co-ordinators.

Key elements of the Team Leader role are:

• To manage a team of Data Co-ordinators to support the team’s day to day operations by actively working with our registered builders to improve and maintain our compliance with the Insurance Distribution Directive (IDD). This is an FCA regulated activity.
• Manage the co-ordinators to ensure that they are regularly processing and analysing data, investigating and resolving queries and issues with the builder customers, identifying potential areas for improvement, clearly communicating with stakeholders and when required undertaking user acceptance testing (UAT) for associated activities
• Coach and manage the team to create an environment where your team delivers great results, achieves outstanding individual and team performance, and demonstrates ethical behaviours.
• Make decisions regarding the more complex queries, builder customer enquiries and IT escalations, and be the main point of contact for any complaints received in the team.

The qualities and skills we’re looking for

• People management experience in a highly pressurised environment
• Experience of managing Omni Channel work streams across differing disciplines
• IT literate, Word, Excel, PowerPoint and Outlook
• Experience of exceeding SLA’s and KPI’s
• Experienced in working with data & Customer Service
• Experience of managing agents, advocates, and all aspects of HR from recruitment through to disciplinary action

Desirable skills

• Experience working in the building industry and/or Insurance
• GCSE grade C or above in English and Maths
• Any Customer Service qualifications – e.g. NVQs

Your salary and benefits

Salary and bonus: Your salary will be in the range of £29,447 to £31,834 per year. Our annual bonus scheme rewards our strongest performers with the highest bonuses and, subject to the company’s performance and your own, you could earn up to 6% annual bonus.

Pension: Our pension contributions are generous and, depending on your own level of monthly contributions, we will contribute up to 10.5% of your pensionable salary each year.

Holiday: We offer 25 days annual leave plus bank holidays with the option to purchase an extra week per year.

Maternity, paternity and adoption leave: We’ve equalised the leave we offer for all colleagues so, whatever your family set up, you can take the leave you need when you add to your family.

Your future with us

We offer exceptional personal development and clear career progression opportunities. If you’re ambitious, driven and hard-working you will succeed with us.

Flexible working

We encourage our colleagues to work flexibly in different ways to suit their personal circumstances. We can’t promise we can offer you exactly what you want, but we are always happy to talk flexible working at interview stage and beyond.

Diversity and inclusion

We are committed to equal opportunities for all with an inclusive culture that helps us to maintain competitive advantage. Our people come from diverse backgrounds and support our fundamental belief in the right of all employees and customers to be treated with dignity and respect and to be guaranteed freedom from discrimination. We are a signatory to the Armed Forces Covenant and the Women in Finance Charter.