Customer Service Team Leader

Are you ready to grow your career in Insurance?

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!

As the world begins to travel again, we want to make sure we’re delivering an exceptional service for our customers, and we want you to be part of that journey.

So, what’s the job?

• You’ll lead, motivate, and coach a team of Customer Service representatives to achieve individual and team performance goals.
• You’ll drive and demonstrate team commitment towards delivering consistent, professional and proactive Customer Service
• You’ll coach, motivate and develop our Customer Service Representatives
• You’ll be responsible for the end-to-end management of the team, ensuring accurate and timely servicing of enquiries, refunds and existing Claims customers via phone, in line with Service Level agreements, as well as departmental processes and procedures
• You’ll oversee daily operations of the Customer Service Team, ensuring efficient call handling, email responses, and issue resolution, with an aim for first-contact resolution.
• You’ll provide ongoing feedback, support, and guidance to team members to enhance their skills and knowledge.

And what are we looking for?

• Minimum 2 years’ experience in a frontline leadership position, ideally in insurance or financial services industries
• Qualifications in leadership and/or frontline management (Certificate III/Diploma of Management or relevant degree)
• Strong understanding of Customer Service principles, best practices, and KPIs.
• Knowledge and understanding of Customer Service delivery practices and systems
• Background in contact centres, or a fast-paced, KPI driven culture
• Excellent communication and interpersonal skills.
• Problem-solving abilities and the capacity to make effective decisions under pressure.
• Proficiency in using Customer Service software, CRM systems, and other relevant tools.
• Strong organisational and time management skills.

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and Customer Service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around.  Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.  

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you’re sick), volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships…so start planning for your next trip today!

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let’s go great places together!

#LI-Hybrid