Customer Service Manager

• Based in Hull or North Yorkshire
• Hybrid working options after probation

Are you an experienced Customer Service Manager?
We’re working with a well-established local insurance provider seeking a confident leader to manage and develop their customer service team.
Experience within the insurance industry would be a strong advantage, but we’re also open to candidates with proven leadership and customer service management experience from other sectors.
If you're passionate about building high-performing teams, driving service excellence, and contributing to business growth, this could be the perfect next step in your career.

About the Role
This role will entail working closely with the Commercial Manager. You’ll take ownership of the day-to-day leadership of the Commercial / Customer service team, supporting the Head of Commercial in implementing growth strategies, developing your team’s technical expertise, and maintaining exceptional service standards.
Your responsibilities will include:

• Motivating and managing the team to hit sales and service targets.
• Overseeing client insurance assessments and presenting tailored insurance solutions.
• Driving new business and renewal activity with professionalism and accuracy.
• Ensuring full compliance with FCA regulations and company policies.
• Developing training plans and supporting recruitment and induction for new team members.

Key Responsibilities

• Lead, coach, and motivate the Commercial Team to meet and exceed performance goals.
• Support the Head of Commercial in shaping and delivering the team’s commercial strategy.
• Oversee client interactions to ensure outstanding service and advice.
• Identify opportunities for improving processes, efficiencies, and client experience.
• Conduct regular performance reviews and compliance monitoring.
• Manage HR processes including recruitment, training, and performance management.
• Ensure all business is conducted in line with FCA regulation and company standards.
• Supportive and forward-thinking company culture.
• Opportunity to make a real impact on the growth and direction of the commercial business.
• Ongoing professional development.
• Competitive salary package and benefits.

About You
We’re looking for an ambitious and professional individual with:

• Cert CII qualification or equivalent professional experience.
• Proven leadership experience within the insurance sector.
• Excellent verbal and written communication skills.
• Strong commercial awareness and client relationship skills.
• A proactive attitude, with the ability to motivate and inspire a team.
• High attention to detail and a commitment to compliance.
• Adaptability and resilience in a changing environment.

Desirable Skills

• Experience in commercial lines insurance.
• Knowledge of FCA regulatory frameworks.
• Experience with Acturis software.
• A business or finance-related qualification.

Consortium Professional Recruitment Ltd are a professional level recruitment consultancy specialising in the delivery of high relevance recruitment services on behalf of our clients across the UK. We regularly receive large responses to our advertising which can make providing individual feedback to every applicant challenging. If you haven’t received a reply from us within 14 day of your application, we regret to say your application has been unsuccessful on this occasion. We have a policy of retaining your details for future vacancies unless you request otherwise.
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