Position Overview
As a Team Leader, you play a key role in the operational management of the local customer relationship operations. This position covers the scope of the United Kingdom activities.
In your operational management role, you oversee the organization and monitoring of daily activities to ensure performance objectives are met and that team skills are developed with a focus on service quality and customer satisfaction. You also maintain strong “hands‑on” involvement by taking some calls yourself and handling customer emails alongside your team, ensuring quality and alignment of best practices.
About SPB
SPB is a leading pan‑European group in the affinity insurance sector. We design and manage innovative insurance solutions for various verticals (retail, telecom, etc.).
Our ambition is to place customer experience at the heart of our priorities and support our partners with tailor‑made solutions.
Today, SPB brings together over 850 employees committed to delivering high‑quality service and exemplary customer relations.
Missions & Responsibilities
1. Daily Activity Management
- Organize and supervise daily activities of the customer service team (multichannel)
- Plan, prioritize, and adjust workloads based on volumes, urgency, and objectives
- Monitor performance indicators (quality, deadlines, productivity) and implement corrective actions
- Ensure compliance with procedures and quality standards in a scaling‑up environment
- Provide operational reinforcement when needed and lead by example by handling customer requests
2. Proximity Management & Skills Development
- Supervise, support, and motivate the team on a daily basis in an evolving environment
- Identify training needs, coordinate with the trainer, and ensure effective deployment
- Monitor employee development through training plans, coaching, and regular feedback
- Develop autonomy and process mastery to ensure quality and performance
3. Service Quality & Customer Satisfaction
- Oversee and guarantee the quality of case handling and interactions with policyholders
- Ensure fast and efficient customer request handling in a multichannel environment
- Collaborate with experts and stakeholders to resolve specific or complex cases in a multi‑site setup
4. Continuous Improvements & Transformation Supports
- Propose, develop, and participate in improvement plans (processes, tools, quality).
- Act as a change ambassador and promote adoption of new practices.
5. Communication & Coordination
- Organize and lead team meetings (briefings, performance reviews, transitions).
- Ensure clear communication between the team, management, trainers, and other stakeholders.
- Escalate risks, alerts, and needs (organization, quality, tools) in a structured way and propose solutions.
Profile Required
Languages
- English: C2 level, written and spoken
Education
- Minimum Bachelor’s degree (Bac+3) or equivalent
Experience (required)
- At least 2 years of confirmed experience in team management/supervision in customer service, contact centers, or similar environments
- Strong experience in activity steering (planning, queues, volumes, KPIs) and performance management
- Experience in change management and/or deployment of new processes, tools, or channels is highly appreciated (Junior profiles are not targeted.)
Technical Skills
- Strong command of performance indicators and action plans
- Comfortable with modern digital tools; interest in new technologies
- Ability to operate in multi‑tool / multi‑process environments
Soft Skills
- Leadership, ability to unite and empower teams
- Results‑oriented, strong quality focus, ability to decide and arbitrate
- Organization, rigor, ability to prioritize in a changing environment
Why Join Us?
Join an international company present throughout Europe, growing and constantly evolving, within a committed team and a structured environment focused on service quality and customer satisfaction
Grow in a dynamic environment offering real opportunities for learning, career development, and both horizontal and vertical mobility
Work in a stimulating role requiring analysis, problem‑solving, and daily value creation
