Job Title: Customer Service Team Manager
Location: Swindon (hybrid working)
Salary: £40,000 per annum (depending on experience)
Company: Insurance sector
About Us:
Our client is a leading insurance company dedicated to providing exceptional service and comprehensive insurance solutions to our clients. Our commitment to excellence has earned us a reputation for reliability and customer satisfaction.
Job Description:
We are seeking a dynamic and experienced Customer Service Team Manager to lead our customer service team. The successful candidate will be responsible for overseeing daily operations, ensuring high levels of customer satisfaction, and driving continuous improvement within the team.
Key Responsibilities:
1. Lead, mentor, and manage a team of customer service representatives.
2. Develop and implement customer service policies and procedures.
3. Monitor and evaluate team performance, providing regular feedback and coaching.
4. Handle escalated customer enquiries and complaints, ensuring timely and effective resolution.
5. Analyse customer service metrics and prepare reports for senior management.
6. Collaborate with other departments to enhance the customer experience.
7. Identify training needs and organise training sessions for team members.
8. Stay updated with industry trends and best practices in customer service.
Requirements:
1. Proven experience as a Customer Service Manager or similar role in the insurance industry.
2. Strong leadership and team management skills.
3. Excellent communication and interpersonal abilities.
4. The ability to handle stressful situations and resolve conflicts effectively.
5. Proficiency in customer service software and tools.
6. An analytical mindset with the ability to interpret data and make informed decisions.
Benefits:
1. Competitive salary.
2. 28 days holiday + option to buy/sell.
3. Comprehensive health and dental insurance.
4. Pension scheme.
5. Opportunities for professional development and career advancement.
6. Friendly and supportive work environment.
What you need to do now:
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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