Our client is a well established insurance company offering a great career opportunity for the right person. They are based in Crawley and are easily commutable. Our client is an award winning company and are know for their excellent customer service. JOB DESCRIPTION: To effectively and professionally lead and manage a team of customer care advisor's and claims schedulers who will be dealing with all inbound/outbound telephone calls relating to claims handling, the process of new applications, policy information, mid-term changes and resolving customer queries. RESPONSIBILITIES: •Motivate the team, manage performance and grow the team's capabilities to achieve consistently high, and always striving to improve customer service •Coach and train team members and take responsibility for their ongoing development •Manage and consistently drive a high performance culture amongst the team •Undertake timely and effective call monitoring ensuring targets are achieved •Undertake effective, timely, consistent and justifiable employee Monthly Assessments and annual appraisals •Oversee and review escalations and the escalations process •Monitor key performance indicators and provide timely management reporting •undertake effective handover between shifts HOURS: •Rota hours from Monday to Sunday between 7am and 10pm. Thank you for your interest in this role, due to the level of applications we can only contact candidates that meet all our clients recruitment criteria. Please call us to discuss this position and all out other live open job opportunities. Please apply immediately as we have to work at a very fast pace to meet our clients service expectations, any delay could mean you miss out on this position or others.