We have an exciting opportunity available for a Team Leader at our client ALA Insurance, a successful company based on the outskirts of Malton.

You'll manage the Customer Support team with shared knowledge, trust and care within a business that boasts strong values, a people-forward culture and outstanding customer service record.

As a team, we're friendly, we know our stuff and we're always eager to make buying insurance easier and more enjoyable. We can't do that without a customer service team that strives to go above and beyond. Now, we need a strong Team Leader to take ownership of our goal to deliver excellent customer service by helping our team to run smoothly, efficiently, and seamlessly.

We need someone who can support customers on every step of their journey. Someone who can share clear, reliable information. Someone who really cares about our customers' experience, and someone who they can really trust.

As Team Leader your day-to-day will be overseeing the whole team to make sure that our customers are receiving 5-star service, for absolute peace of mind. Our ideal candidate will be responsible for keeping the rhythm going within the team - monitoring calls, hitting KPI metrics, consistently checking in with your people and bringing some vital energy and excitement. This includes effective coaching and development for your team.

When it comes to numbers, there's no upselling and no commission. Unlike other insurance businesses, we're the kind kind, not the pushy kind. We're simply driven by our customer and committed to providing the best value. So, the most important thing we need our Team Leader to do, is encourage honest conversations and genuine help with a friendly, reliable feel. As our support team, you are the voice of ALA - a kinder, calmer and better-informed experience that our customers want to tell their friends about us.

You are keen to provide correct information and uphold a great level of attention to detail when updating the back-office system, communicating with customers and with your colleagues.

Your time is split between Team Leader tasks and general Customer Support Team tasks, the majority of the time will be your Team Leader responsibilities and speaking with customers on the phone but you will support the team when we are busy by picking up any tasks that need attention

Your key tasks as Team Leader:

Ensuring the team are trained and up to date on any nuances or changes to the products.Delegating daily, weekly and monthly tasks between the teams and ensuring completion.Ensuring staff resource is always covered including lunches, absence, late finishes, and dark nightsActing as the first point of contact for any problems that arise within the teamHandling all coaching, training and development within the team - helping them to grow.Driving the team towards our goal with our values of trust, care and share.Bringing energy and excitement to the team.Management of Trustpilot, replying to customers that require a response.Communicating with customers and colleagues.Handling customer complaints.Ensuring 'off-phone' hours are used productively.Ensuring all coaching, training and development has been completed and documented and is regularly updated.Working closely with the Operations Manager to plan and execute a flexible and pro-active training programme.Regular and focused reporting at team and monthly meetings.Facilitating a daily meeting with the team, and regularly feeding back to other department leads.Your tasks as part of the Customer Support Team:

Answering customer calls and emails quickly and with a smile, always ready to help.Keeping all policy and customer information up-to-date and accurate in our back-office system.Reaching out directly to customers who've asked for a call back.Creating quotes and setting up policies for customers over the phone, live chat or email.Amending policy information quickly and efficiently whenever a customer needs help.Managing updates to finance payments and dealing with PayPal drawdowns, refunds and invoicingYou can expect a competitive salary of 38,000 - 40,000 and an excellent benefits package:

Benefits:

Aviva Group Critical illness coverBirthday holiday day25 days holiday (plus bank holidays)Free insurance productsPension via NestHybrid working - optional 2 days WFH a week once you have passed probationAccess to Spill, therapy and mental health supportSummer and Christmas parties with our loved onesAviva Digicare Workplace+Bonus - once you have passed probationCastle Employment Group is an award-winning recruitment company based in Scarborough, Leeds and York. With over 50 years of experience, we deliver a market leading service building long-term relationships with our candidates. We offer an honest, straightforward approach, tailored to deliver exactly what our candidates need.

Castle Employment provides temporary, permanent and contract employment opportunities throughout Yorkshire and the UK. Our highly experienced team of consultants are all specialists within their field of recruitment and have a thorough understanding and knowledge of their roles ensuring that they can deliver a perfect match for your career aspirations.

At Castle Employment Group, we recognise and appreciate the value of high-quality candidates - so only right that we reward the people who introduce them to us. Simply refer a friend to us, and if we find them a temporary or permanent position we will reward you with a shopping voucher to spend on yourself.

Due to the high volume of candidates that apply for our applications, we are unable to get in touch with every application. Therefore, if you haven't heard from one of our consultants within 7 days, please assume your application has been unsuccessful.