Customer Service Team Leader

Customer Service Team Leader | Insurance| Gibraltar | Competitive Salary + Bonus | Office-based

As the Customer Service Team Leader, you uphold and ensure an excellent standard of customer experience within our client's team. Leading the customer service team, your primary responsibility is to provide guidance in achieving both departmental and individual objectives. This includes proficiently managing direct customer inquiries across various lines of business, offering insurance advice, and adhering to underwriting guidelines. Moreover, the Customer Service Team Leader will take the lead in directing the team's cross-selling endeavours, actively identifying opportunities to recommend supplementary products or services that align with customer needs.

What's on offer to you?

• Life & Travel Insurance
• International Health Insurance
• Summer Hours
• Discount on insurance policies
• Payment of membership fees for professional institutes (CII)
• Generous education incentives and awards for continuous professional growth in the role

What You Will Be Doing

• Lead and motivate the customer service team to achieve departmental objectives and individual performance targets
• Prepare quotes, issue new policies, and manage renewals within established limits and documented procedures
• Ensure accurate and efficient data entry into the system
• Perform duties as assigned by senior management or the core team
• Chase renewals and oversee payment and debt collection processes
• Deliver exceptional customer service to clients and introducers through various channels, including face-to-face interactions, telephone, and email
• Liaise effectively with clients, brokers, claims unit, and underwriting department regarding claims or insurance needs
• Provide support to the Finance Department by addressing queries related to premium payments and credit control
• Proactively follow up with clients and brokers for renewals, maintaining comprehensive records on the underwriting system
• Collaborate closely with the underwriting manager to continuously evaluate and enhance current processes and systems

What You Will Need to Succeed in This Role

• Ensure the timely issuance of all necessary renewal documentation to clients and brokers
• Effectively manage and follow up on direct Personal Lines and broker renewals to ensure prompt receipt of payments or instructions
• Meet individual performance objectives set on an annual basis, while also fostering a culture of continuous improvement within the team
• Minimum 3 years in insurance customer service, with at least 1 year in a leadership role
• Ability to motivate and lead a team effectively
• Strong understanding of insurance products, policies, and procedures
• Excellent verbal and written communication skills
• Ability to prioritize tasks and meet deadlines efficiently
• Meticulous attention to detail in data entry and documentation
• Strong analytical and problem-solving skills
• Collaborative approach with a focus on fostering teamwork
• Commitment to delivering exceptional customer service
• Adaptability to changing business needs
• Ability to identify and promote additional products or services
• Familiarity with insurance software systems
• Interest in process improvement initiatives
• Participation in leadership development programs
• Up-to-date knowledge of insurance industry trends and regulations

Keywords: Customer Service Team Leader | Insurance | Gibraltar | excellent salary | recruitment | Team Lead