Customer Service Team Leader

Job DescriptionCustomer Service Team LeaderHybrid with up to 3 days each week in the Gloucester officeSalary of 32,000 per annum plus benefitsHello from Bspoke!We know youll likely search for us before applying, so well keep this short.The Bspoke Group provides insurance solutions tailored for an evolving world. Were proud to have been awarded MGA of the year in the National Insurance Awards 2025.Our vision is to offer niche products through multiple distribution channels, whilst maintaining our specialist trademark. This includes Compass Insurance, renowned as expert providers of insurance to the holiday caravan and residential home parks industries Were rapidly growing, and thats where you come in.Why join Bspoke?Joining Bspoke means more than just having a job. We dont follow the usual corporate path instead, we embrace a dynamic and non-traditional approach. Were a driven, passionate team thats genuinely excited about what we do, and were proud of it. Delivering exceptional experiences for both our colleagues and customers starts with ensuring a fantastic experience for our people.Our values serve as a compass and reflect our Groups core principles and ethics, to enable us to deliver the best outcomes for our colleagues. Heres a snapshot of our values, so you can see what were all about:relentlessly collaborativedefeated by nothingproud to be ambitiousagile at our corewe are our peopleRole overviewYoull lead the Customer Service Team, within a fast-paced environment supporting retail customers by delivering exceptional customer service across multiple products and distribution channels. You will be responsible for the team of call handlers ensuring we deliver our business goals, this includes ensuring sound judgement in decision-making, meeting service standards, and managing risk effectively.You will foster a positive, high-performing team culture through inclusive leadership, clear communication, and collaboration with colleagues across Operations, Underwriting, and the wider business to share insight, resolve challenges, and drive improvement.You will be responsible for managing workflow, flexing capacity to meet seasonal demand, and leading by example to support both individual and team performance. Developing capability within the team through coaching, feedback, and professional development will be a key focus, alongside delivering day-to-day operational goals. The role requires balancing immediate delivery with a commitment to continuous improvement, ensuring the team remains aligned with business priorities and agile in response to changeKey AccountabilitiesLead and develop the team of Customer Service Advisors to deliver on business objectives, ensuring alignment with corporate strategy and performance targets.Set, monitor, and review individual and team goals, ensuring adherence to the competency framework, regulatory requirements, and performance standards.Manage team workflow, prioritising tasks and adjusting capacity to meet demand and deliver exceptional customer service, especially during seasonal peaks.Design and implement efficient administrative systems, processes, and procedures to support resource management and business objectives.Provide ongoing coaching, training, and mentoring, facilitating workshops and team meetings to communicate business updates and promote continuous learning.Foster a culture of risk management and ensure compliance with FCA regulations, embedding best practices within the team.Monitor team performance using MI and other data insights, using this information to inform decisions, identify trends, and drive improvements.Act as a point of escalation for complex underwriting decisions, operational issues, and customer queries, ensuring timely resolutions.Lead and support the implementation of business change initiatives, guiding the team through transitions and adapting to new processes.Collaborate with senior leaders, internal stakeholders, and external partners to ensure alignment on priorities, drive improvements, and meet customer outcomes.Skills & ExperienceEssential:People Leadership & Development: experience in leading, coaching, and developing high-performing teams to deliver business results and cultivate a positive team culture. Leads by example with integrity and enthusiasm.Insurance Expertise: Minimum 2 years' insurance industry experience with a strong understanding of underwriting, risk management, and regulations.Customer Focus: Advocates for customers and champions a customer-centric approach, ensuring team actions meet customer needs.Decisive Problem-Solving: Proven ability to make informed, quick decisions in complex situations and resolve issues effectively to maintain service standards.Effective Organisation & Prioritisation: Strong organisational skills to manage multiple priorities and deadlines efficiently.Communication, Influence, & Improvement: Confident communicator with negotiation skills, experienced in driving continuous improvement and leading through change, with a solid understanding of compliance and industry standards. Coaches team members for enhanced performance and growth.Compliance and Regulatory Awareness: A strong understanding of FCA regulations and compliance requirements, crucial for working within the insurance industry and ensuring team practices align with regulatory standards.Desirable:Data-Driven Insights: Familiarity with MI and data analytics for informed decisions and performance monitoring.Strong Stakeholder Relationships: Experience building and maintaining effective relationships with internal and external stakeholders.Project Management Experience: Experience managing projects related to process improvement or strategic objectivesWhats in it for you?Salary of 32,000 per annum.Benefits 27 days holiday, plus bank holidays, life assurance of four times your salary, private medical care and up to 10% pension contributions, plus lots more.If this sounds like you, please apply today!

Created: 2025-07-03