Customer Service Team Leader

Customer Service Team Leader | Permanent

Location: Newcastle Office Attendance: This role is office based in Newcastle (Q8 Building, Quorum Business Park, Longbenton, NE12 8BU) Shift Pattern: 9‑week rotating pattern Monday–Friday between 08:00 and 20:00, and weekend 09:00–14:00. Across the rotation you’ll work two Saturday shifts and one Sunday shift. Hours vary between 28.5 and 41, averaging 36 per week. When scheduled for a weekend shift, a weekday rest day (RDO) is provided in the same week.

Starting Salary: From £38,000 plus competitive benefits Closing Date: 26 June 2026 at 5pm.

We’re looking for an experienced Customer Service Team Leader (IMS Car and Home Management) to join our Insurance and Money Services Team.

Role

• Take care of c.12 colleagues to ensure they can be at their best to service our customers and build a strong team with support and motivation.
• Motivate and develop colleagues based on individual needs.
• Ensure the service to our customers meets our expected quality standards.
• Look for opportunities to continually improve how we support colleagues and customers.
• Ensure colleagues follow our policy and process and always meet quality expectations.
• Embed and develop a positive culture across our teams.
• Review and understand our customers’ needs and how we meet these needs daily.

Qualifications

• Customer service & leadership experience.
• Experience of managing and coaching a successful team, ability to give honest and constructive feedback.
• A proven track record of providing and driving excellent customer service.
• Evidence of supporting and developing self and others.
• Strong communication skills and customer focused.
• Excellent time management.
• Continuous improvement mindset; finding opportunities to drive improvement in processes & services.
• Completion of risk assessment and quality measures.
• Ability to learn new systems and processes.

Benefits

• Colleague pension scheme to prepare for retirement.
• Virtual GP Service for you and your family 365 days a year.
• Performance‑related annual bonus.
• Generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Colleague Clubcard – 10% discount increasing to 15% every payday; second card for a companion.
• Enhanced maternity leave pay, shared parental leave policy, and 8‑week paid paternity leave.
• Ongoing learning opportunities and award‑winning training to help achieve your career goals.
• Purchase share schemes: Buy‑as‑you‑Earn and Save‑as‑your‑Earn.

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