If you are drawn to working in a multicultural environment where English is used daily, and have a passion for effective team management and delivering high levels of customer service, then we have an exciting opportunity for you. We are seeking a new member to join our team as the Team Leader of the GAP team for our UK department. Your role will involve ensuring all GAP claims are handled accurately while maintaining excellent customer service standards and managing the team to achieve these goals.

What will be your role?

  • Lead, motivate, and provide ongoing coaching for the team.
  • Ensure SLA and KPI are maintained and adhered to.
  • Perform regular procedural audits and reviews to enhance efficiencies.
  • Complete audits on calls and claims to ensure procedures are accurately followed and provide training and support based on findings.
  • Manage complaints and concerns, including de-escalation by understanding the root cause, analyzing next steps, and supporting team members handling these complaints.

Why should you work for us?

  • We have a friendly environment here and we like to get together after work for good food and drink or even to play sports together.
  • We place immense importance on education and personal growth, which is why we provide on-site access to an educational coach, a comprehensive professional development plan, and a wide array of educational courses.

We take care of our employees; we provide them with benefits like:

  • 6 weeks' holiday and 2 personal days
  • Multisport card
  • Cafeteria system or contribution to pension insurance
  • A healthy breakfast every Wednesday, or a FreshPoint fridge with an employee 30% discount on products
  • Company events and much more...

You might be a perfect fit, if you:

  • You hve leadership experience.
  • Have good communication and presentation skills.
  • broad experience working in a customer service environment.
  • the ability to meet and exceed customer expectations.
  • Possess strong negotiation and investigative skills.

    Has this position caught your attention? If yes, then don't hesitate to send us your resume along with a cover letter. We will be delighted to get back to you and schedule an online interview where we will have the opportunity to get to know each other better.


DEFEND INSURANCE HOLDING s.r.o.