Customer Service Team Manager
An exciting opportunity for a Customer Service Team Manager to join a growing insurance company based in the heart of Cardiff. You will be at the forefront of a team of Customer Care Advisors, driving excellence within customer service. Your primary focus will be on fostering a culture of continuous improvement, leveraging customer feedback to enhance the overall experience.
As a Customer Service Team Manager, you'll play a pivotal role in talent development, ensuring that team members are equipped with the skills and knowledge necessary to deliver outstanding service. Regulatory compliance and adherence to service level agreements will also be key aspects of your responsibility.
What you'll be doing
1. Lead and develop a team dedicated to delivering exceptional customer service.
2. Champion initiatives to enhance the customer experience by utilising data from various channels.
3. Provide inspirational leadership to consultants, nurturing their professional growth.
4. Identify and cultivate talent through mentorship and coaching.
5. Generate management reports to drive process improvements and analyse performance metrics.
6. Effectively manage customer complaints within established protocols and regulatory guidelines.
7. Collaborate with planning managers to ensure optimal resource allocation.
8. Uphold integrity, regulatory compliance, and ethical conduct standards.
9. Ensure ongoing team compliance with regulatory and client requirements through regular training.
10. Adhere to internal people management processes and procedures.
Qualifications: Preferably IF1 certification
About you
1. Strong focus on leadership and talent development
2. Exceptional interpersonal skills
3. Results-oriented with a keen focus on metrics
4. Ability to prioritise tasks and manage multiple responsibilities effectively
5. In-depth understanding of end-to-end customer service processes
Experience:
1. Prior experience in a regulated environment is advantageous
2. Experience in complaints administration and management is desirable
3. Familiarity with live chat management is a plus
What you'll get in return
1. Company pension
2. Cycle to work scheme
3. Employee discount
4. Health & wellbeing programme
5. Life insurance
6. Referral programme
7. Store discount
You are required to work 37.5 hours per week which will generally consist of 7.5 hours over 5 days.
The office is operational during the following hours:
1. 8:30am to 8:00pm Monday to Friday
2. 9:00am to 5:30pm Saturday
3. 10:00am to 5:00pm Sunday
4. 9:00am to 5:00pm Bank Holidays
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