Customer Service Team Leader

Customer Service Team Leader , Permanent

Work Level: 1

Location: Newcastle

Office Attendance: This role is office based in Newcastle (Q8 Building, Quorum Business Park, Longbenton, NE12 8BU
)

Shift Pattern: You’ll work a 9-week rotating shift pattern, with shifts scheduled Monday to Friday between 08:00 and 20:00, and weekend shifts (Saturday and Sunday) between 09:00 and 14:00. Across the rotation, you’ll work two Saturday shifts and one Sunday shift. Your hours will vary week to week, ranging from a minimum of 28.5 hours to a maximum of 41 hours, but this averages to 36 hours per week across the full rotation.

When you’re scheduled to work a weekend shift, you’ll have a pre‑planned weekday rest day (RDO) in the same week (Monday to Friday) to balance your hours. This structured rotation provides a consistent full-time pattern with a mix of shift times and planned time off.

Starting Salary: From £33,040 to £38,000 (depending on experience) plus competitive benefits

Closing Date: 26 June 2026 at 5pm

We deal in the personal – from pet insurance for your best friend, and home insurance for peace of mind, to motor insurance for your dream car or travel money for that trip you’ve worked hard for. And that means we always work with heart. Whether we’re helping our customers or looking after our people, you’ll find there’s a warmth and friendliness to everything we do.

• Taking care of c.12 colleagues to ensure they can be at their best to service our customers & committed to building a strong team and offering support and motivation.
• Motivating and developing colleagues based on their individual needs.
• Overseeing that the service to our customers is as we expect.
• Looking for opportunities to continually improve how we support colleagues and customers in what we do.
• Ensuring colleagues follow our policy and process – always meeting our quality expectations.
• Continually embedding and developing a positive culture across our teams.
• Reviewing and understanding more about what our customers’ needs and how we’re meeting these needs daily.

• Customer service & leadership experience.
• Experience of managing and coaching a successful team, with ability to give honest and constructive feedback.
• A proven track record of providing and driving excellent customer service.
• Evidence of supporting and developing self and others.
• Strong communication skills and customer focused.
• Excellent time management.
• Continuous improvement mindset; finding opportunities to drive improvement in processes & services.
• Completing risk assessment and quality measures.
• Ability to learn new systems and processes.

• Prepare for your retirement with our colleague pension scheme.
• Virtual GP Service for you and your family 365 days a year.
• Performance related annual bonus.
• Generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
• Colleague Clubcard benefits: a 10% discount that increases to 15% every payday.
• Family-oriented initiatives, including enhanced maternity leave pay, a shared parental leave policy and a generous 8-week paid paternity leave.
• Ongoing learning opportunities and award‑winning training.
• Participate in Buy as You Earn and Save as Your Earn share schemes.

Everyone’s welcome. We want all our colleagues to always feel welcome and be themselves. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business.