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Customer Service Team Leader

21,115 P.A. ?
Bournemouth International Airport
Bournemouth Independent Group

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We are BIG - a friendly and fun award-winning Bournemouth based group providing some of the most comprehensive and competitive household insurance for maintenance products. We're one of the fastest-growing providers of these services within the sector and supply thousands of consumers with a high-quality service every day.


We're seeking a Customer Service Team Leader to manage, motivate and develop a team of telephony and admin agents who're delivering service excellence to our customers and clients. you will work with the Head of Customer Service to ensure that our team deal with customer queries in an efficient and effective way. You will act as a mentor for the team, living and breathing BIG's core values whilst ensuring the continued growth, development, and success of our Customer Service team.


You will be a key part of the Customer Services Team. Reporting to the Head of Customer Service, you will have a wide array of duties and responsibilities - so the ability to work under pressure is a must.

You will lead, motivate and monitor the Customer Service Representatives and Administrators to ensure that there is an emphasis on the delivery of a customer driven and quality service. By doing so you will be expected to continually review the team on an ongoing basis as well as adhering to regulatory guidelines (e.g. TCF, ICO, GDPR, FCA and FOS).

This role is dual focused, with a split between Customer facing duties and operational management, so someone with the ability to multi-task and think outside of the box would excel in this position. You will be expected to; conduct manager call backs to customers, deliver training, work closely with the Management Team (e.g. Compliance, Marketing and Directors) to ensure the Customer Journey is running smoothly and is fit for purpose.


A positive work ethic and can do attitude is a MUST! You'll be leading by example and may be required to jump on the phones or conduct administrative tasks at times - therefore customer service experience within a call centre environment is necessary.

At least 1 years Customer Service Supervisory experience (backed up by previous customer service roles) would put you in prime position for this role.

The ability to produce reports for the management team is an attractive bonus.

If the above sounds like you, you're incredibly organised, think outside the box and are an excellent communicator... this could be the perfect role for you!


Your BIG package is made up of a highly competitive salary dependent on experience.

You will have a holiday entitlement of 20 days plus bank holidays.

We love nothing more than our staff enjoying their time at work. Therefore, you will have access to our kitchen which is equipped with iPad and TV. Of course, there's the obligatory free tea and coffee to keep you buzzing!

  • Additional day off on your birthday
  • Free pool at Sharkeys
  • Monthly team building allowance
  • 28 days of holiday inclusive of bank holidays
  • Playful office dogs!
  • Free cooked breakfast on a Friday
  • Modern office in town centre location with great transport links
  • Paid company nights out and events including Christmas and summer parties
  • Progression opportunities
  • Pension
  • Refer a friend scheme
  • Relaxed dress code
  • Accredited training & Free NVQs

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