Sales and Customer Service Team Leader

Job Title: Sales & Customer Services Team Leader

Reporting to: Sales & Customer Service Manager

Position Type: Permanent

Overview:

Qdos is a division of Tokio Marine HCC, focussing on the sale of Insurance and Consultancy services to UK based freelancers and contractors.

Qdos are business insurance and employment status specialists dedicated to the self-employed. We provide business insurance and compliance advice to UK limited companies and sole traders as well as the recruitment agencies and businesses that engage them. We’re always looking for the best ways to get our customers the information they need, when they need it.

Based in our purpose-built office in rural Leicestershire with countryside views, you will be part of a growing, sociable team with plenty of events and celebrations (we are rarely short of a few snacks in the office!). We are currently operating a flexible working policy which enables you to work from home two days a week and we have the opportunity to get involved in local environmental projects, volunteering days, and other optional activities.

Hybrid working:
2 day a week to work from home (Monday & Friday)
3 days a week – Work in the office. (Tuesday, Wednesday and Thursday)
The candidate will be in the office full time until training has completed.

Job Purpose:

To oversee and optimise the day-to-day operations of the Sales and Customer Services Team, ensuring the effective delivery of customer support across all channels. This role exists to enhance service quality, efficiency, and customer satisfaction by refining processes, allocating resource appropriately, and supporting Sales and Customer Services Manager in continuously improving team performance.

This is a great opportunity for the right candidate to work within a highly successful organisation and in a fast-paced environment. The role will be based at: The Grange, Grange Avenue, Rearsby, Leicester, LE7 4FY (a beautiful manor house set within its own grounds and onsite parking available).

Extensive training will be provided.

Key Responsibilities:

• Monitoring, distribution, and oversight of team tasks and activities across quoting, renewals, and general customer service and support.
• Management of team rota to manage resource and maintain adequate staff levels required to meet customer demand
• Continuously monitor, track and report on performance to targets
• Support new starter training through coordinating training schedules, delivering training modules, and balancing team capacity.
• Support on-going sales & performance coaching of all Account Managers
• Coordination and completion of ongoing quality assurance checks. 
• Oversee the production and distribution of relevant MI for the department
• Support handling complaints related to sales & customer services activity, in line with the defined complaints handling process.

Performance Objectives: 

The core objective of this role is to effectively manage team resources to ensure we can meet customer demand and fulfilment of day-to-day customer service and new business processes.

• To be considered a success the individual:
  • Must be able to manage adequate staff levels to meet demand.
  • Support the Account Managers to ensure the fulfilment of the day-to-day customer service, renewal, and new business processes.
  • Must maintain the necessary Quality Assurance and customer service standards across the Account Managers.
  • Supporting Account Managers to achieve a high degree of performance across all areas of their role, hitting agreed benchmarks in the form of Key Performance Indicators.

Skills and Experience Specification:

Essential:

• Planning and organisational skills
• Knowledge of sales and customer services processes
• Strong communication skills, both orally and in writing across all levels of management
• Strong leadership skills

Desirable:

• Previous experience in a Team Leader or equivalent position
• Knowledge of the products and services provided by the company
• Knowledge of the markets the company operates in
• Knowledge of the systems and applications the company utilises

Key Benefits

• Hybrid working options
• Non-contributory pension
• Funded private healthcare
• 25 days holiday (plus bank holidays)
• Wellbeing allowance
• Free parking

What We Offer

The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit www.tmhcc.com for more information about our companies.

The Tokio Marine HCC Group of companies is an equal opportunity employer.  Please visit www.tmhcc.com for more information about our companies.

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