Customer Support Team LeaderLocation: Knutsford - 40 hours per week Salary: £36,204.30We are the Pure Group, and for all those fantastic leader’s looking for a new direction and new career, this is the moment to join our well-respected Customer Support Team - who are driven by giving first class service to the families we are privileged to serve, allowing us to maintain our high care and quality standards, our reputation and our 5* customer service. Who Are We? The Pure Group was formed with the primary focus to disrupt the market, and has successfully grown into a very successful collective of companies, specialising in end of life and later life planning including funeral plans, insurance products and Cremation services. We are fast moving, high growth, entrepreneurial, direct to consumer, and regulated by the FCA. Our locations include Hampshire, Knutsford and Scotland, with a continued expansion programme. We are the market leader, and our brand awareness is phenomenal, being the best known brand in a growing sector. We have more 5* reviews on Trustpilot than any of our competitors, with focussed ambition for continued growth, whilst maximising our competition edge. We have strong Pure Values, and take pride in caring deeply about our customers and their loved ones. We take accountability, and we never settle for second best - working at Pure means being part of a growing, exciting Group, that makes a real difference to the people we serve. What does our successful Customer Support Team Leader look like? A highly motivated individual, who is has a proven track record in leading a successful team. They will be driven to give first class customer service, able to lead, coach, train and motivate their team to ensure success.They will have a blend of skills - keen analytical abilities, high attention to detail and accuracy, excellent listening, verbal and written communication skills, with the ability to deliver feedback clearly and professionally both 1-2-1 and in group settings.A positive team player, empathetic and supportive towards others, and able to work autonomously. Have a deep understanding of what leadership means, and is passionate about ensuring high standards.. Previous track record within a sales or customer service environment, and familiarity with financial services and the FCA regulations a plus but not essential.The Role The main purpose of this role is to oversee the Care Support Team’s performance ensuring that the Company’s policies and procedures are understood and adhered too, whilst acting as a dedicated point of contact for the Care Support Team for resolving and escalating queries. You will work help to ensure that the company meets and exceeds all SLAs, that our people are developed and driving continuous improvement in all our processes and procedures. Ensuring the quality delivery of our products and services; playing a key role in evaluating and enhancing team performance, providing constructive feedback and fostering a culture of continuous improvement. Working closely with our Support teams to drive performance, maintain consistency, and uphold our Pure Values. Key ResponsibilitiesServe as a role model, coaching, training and mentoring your team to achieve the Company standards and their adherence to policy and procedure.Conduct regular 1:1 meetings with your team members to review performance, share ideas and seek areas of improvement or clarification.Collate common issues resulting from 1:1 or team meetings and seek resolution within the Company and provide feedback as appropriate.Allocate your teams work to ensure all team members receive a fair and consistent workflow.To use observation, feedback, and experience to seek ways to contribute to the Company’s continued improvement.Act as first point of escalation for EOD’s, complaints, and more complex cases and enquiries.Lead the induction and training of new employees to ensure they are compliant with the required standards of role performance and Company procedures.Adhere to the current company policy regarding data protection.Conduct HR required administrative tasks in line with the company’s policies.Carry out training sessions and case study exercises with the teams to enhance training gaps and improve process knowledge.Maintain relationships with other departments.Responsibility for performance management including SLA’s, KPI’s, QA performance, PCP’s and disciplinary.Act as a Champion for Health and Safety across the teams so that all activities are conducted with Safety and People Welfare as a prime consideration.Identify and escalate complaints or breaches to management promptly, providing feedback that supports effective coaching and staff development. Maintain a high standard of professionalism, ensuring transparent communication and reflecting the company’s service ethic in every customer interaction. Ensure compliance with regulatory guidelines and QA framework requirements. Stay updated on relevant systems, processes, and procedures to ensure accurate evaluations and feedback. Implement initiatives to address performance gaps and enhance phone handling across teams. Provide clear and actionable feedback to promote continuous improvement. Support ad-hoc tasks as needed to meet business requirements. Our Benefits Generous 30 days holiday plus bank holidays Bupa Health Cash PlanLife AssuranceCompany Pension, or option for SMART Pension. Family friendly occupational benefitsEmployee Assistance Programme, including access 24/7Comprehensive InductionLearning and Development AcademyDiscounted Gym membershipCycle to work scheme. Friendly and supportive, modern working environments, with free on-site parking! If you are wanting to join a Group, that is fast moving, makes things happen, and has the means to invest in its future and its people - and truly respects what you do, then this could be just the job you are looking for… Equal OpportunitiesThe Pure Group strives to be an equal opportunity employer, and actively encourages applications from all backgrounds no matter your age, gender, gender identity, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and believe it enriches our work, drives innovation, and fosters a supportive and caring environment. We encourage you to let us know if you would like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement. All gaps in your CV must be disclosed.We reserve the right to close this advertisement early if we receive a high volume of suitable applications.
