Customer Service Team Leader; EB

PIB Group are looking for a Customer Support Team Leader to join our growing Employee Benefits team.

The key purpose of this role will be to run a team providing Customer Support to our technology clients & their employees whilst focusing on the monitoring technology in place and its integration with our technology platform.

• Responsible for day-to-day queries for all technology clients & employees on our platform.
• Managing the members of the customer support team.
• Working with the business to help define the service level agreements and ensure the team achieve these.
• Managing and understanding the customer support technology and tools in place. Taking a lead role in our current solution (Zendesk) and looking at how to export useful MI for service level agreements reporting to clients, consultants and our technology platform.
• Work closely with the Zendesk account manager to ensure we are making best use of the configuration and settings available.
• Investigate how we can further integrate the customer support tools with our global platform.
• Understanding & managing the end‑to‑end process of the order fulfilment including the Macro.
• Operate the team as the first line of support and move queries through to the 2nd line of support (Technology Delivery Team) where required. Working closely with the Technology Team Manager and Head of Technology to define relevant processes and escalation procedures.
• Management of workflows within agreed internal service level agreements and processes.
• Work closely with the technology delivery team, learning SQL expertise, the auditing tools for the global platform and any other relevant tools embedded within the platform.
• Produce work to a high level of quality and accuracy.
• Accurate completion of internal systems and databases to ensure maintenance of client records in line with compliance requirements.
• Support the development of internal best practice and continuous improvement.
• Develop knowledge of wider employee benefits products and the market including internal and external training.

• A minimum of 2 years experience in the Employee Benefits industry / experience of dealing with Employee Benefits and queries.
• Experience dealing with excel spreadsheets, Macros and processing of data.
• The candidate should be highly organised with strong administrative skills, an ability to prioritise own workloads and work to deadlines, and an eye for detail.
• Ability to produce work of high accuracy and quality.
• IT Literate - MS Word, Excel and Outlook.
• A strong team player.
• Positive can‑do attitude.
• Committed to learning and development.

• Previous experience with benefits technology and benefits portals.
• Knowledge of writing SQL queries.
• Employee Benefits based Technology experience working with Flexible Benefits Platforms.

• Competitive holiday allowance with the annual option to buy additional days.
• Death in Service benefit of x4 salary.
• Company pension scheme.
• Very generous maternity and paternity leave packages.
• A flexible benefits package which allows you to add additional benefits to your overall package.
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more.
• Referral schemes.
• Discounted rates on PIB products.
• We offer a first‑class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, menopause support, books, stopping smoking and much more.
• We also offer a wide range of discounts including a kids pass giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose.
• PIB has a comprehensive learning & development framework including professional study options and apprenticeships which are available to all employees and which will support your career development.
• Being a part of our PIB Community Trust we support fundraising where you can apply for grants from PIB Group towards your chosen charity.
• PIB Group is committed to improving their environmental impact in a…