Harrogate, North Yorkshire

Basic salary £24,720 – £26,240 per annum (depending on experience)

We are a consumer focused insurance broker specialising in key personal lines insurance products – car, breakdown and pet. NCI Insurance also operates the RescueMyCar.com website, specialising in breakdown recovery and the 4Paws website, specialising in Pet Insurance.

Established in 2000 and following a sustained and energetic programme for growth, we are now a team of around100 colleagues and one of Harrogates’ entrepreneurial business successes. Our culture is supportive, fast-paced and fun. No two days are the same at NCI, and ensuring 100% customer satisfaction is at the heart of everything we do.

We have a fantastic opportunity for a Pet Customer Care Team Leader to join us at our stylish Head Office in Harrogate town centre.

Working as part of a vibrant and friendly team, the Pet Customer Care Team Leader role has a responsibility to help train, coach, mentor and develop team members, in order to ensure the business achieves its goals and objectives.

Helps to drive the company forward and supports the management team in delivering results which either meet or exceed agreed targets.

Our Pet Customer Care team work 37.5 hours over 5 days; including 1 Saturday every 5th week covering 08:00am to 1pm and working a mixture of 09:00am – 5.00pm, 09.30am – 05.30pm and 10am – 6pm shifts during the week.

The Role

  • To ensure the team provide a market leading standard of customer service.
  • To ensure we treat customers fairly, in line with FCA requirements.
  • To have a good understanding of general insurance procedures and take the appropriate action required.
  • To adapt to varying levels of work volumes and be able to work effectively under pressure.
  • To promote a positive working atmosphere in order to both motivate the team and drive performance.
  • To demonstrate resilience by maintaining drive and enthusiasm when faced with setbacks.
  • Support the Manager, Group Operations Manager and Account Executives with ongoing service and scheme development.
  • Is able to effectively provide feedback, coach and mentor members of the Customer Care team in order for them to reach their full potential.
  • Has a complete understanding of all departmental procedures and systems and plays an active role in overseeing and developing systems to meet the demands and needs of the business.
  • Is able to implement and oversee new systems, procedures and products effectively and within agreed time frames.
  • To be able to overcome objections, barriers and champions constructive criticism.
  • Can step in and make well informed decisions in the absence of Management and supervise all team members.
  • Can prepare and deliver professional and well-constructed presentations to colleagues, senior management and partners.
  • Is able to communicate effectively at a high level with all clients including VIP’s.
  • Is flexible and willing to invest significant time and effort in order to ensure agreed targets are achieved.
  • Plans and conducts three monthly and end of year reviews, encouraging two way open and honest discussions with the Customer Care team and provides feedback to the Manager and Group Operations Manager where needed.
  • Can interview potential candidates effectively.
  • Leads and monitors team performance, whilst also carrying out additional audits where required.

The Candidate

The ideal candidate is upbeat, enthusiastic and passionate about helping customers.

You will also be an effective communicator, who has a good standard of both written and verbal communication and who is empathetic and understanding when speaking to both customers and colleagues.

You will lead by example, demonstrating NCI’s values and behaviours – sustainability, respect, integrity, teamwork, innovation and excellence.

You should be an organised individual, who is able to work efficiently whilst maintaining attention to detail.

You will have a complete understanding of all departmental procedures and systems (full training will be provided) and you will play an active role in implementing and overseeing systems, procedures and products to meet the needs of the business.

On a day to day basis you will deal with a variety of different queries and tasks, and therefore you will be adaptable and able to work methodically to make logical decisions in line with NCI’s policies, processes and procedures.

Previous team leading/team management experience is also an advantage

The Rewards

  • A friendly, supportive and energetic working environment.
  • Workplace pension contributions.
  • Death in service benefit.
  • Discounts at high street retailers.
  • Cycle to work scheme.
  • Free breakdown cover.
  • Increased holiday entitlement with length of service.
  • Excellent opportunities for career development.

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NCI Insurance Services Ltd is an Appointed Representative of NCI Vehicle Rescue plc who are authorised and regulated by the Financial Conduct Authority (Firm Reference: 307654).