Customer Service Manager

Customer Service Manager

Yolk Recruitment are working behalf of a leading travel insurance company to recruit for a Customer Service Manager in Cardiff. With multiple customer awards, and a 1 Star Accreditation from Best Companies, you'll be joining an award-winning team who are looking to continue their success and we'd love you to be part of the journey!

We are looking for candidates with a proven track record of managing a high performing Customer Service team. You will be working in a fast-paced inbound contact centre environment.

This is a fantastic opportunity to join an employer with ambitious growth plans, who encourage their staff to develop their skillsets and work with autonomy as they look to help grow the organisation.

As a Customer Service Manager, you will be using your coaching and supporting a team to help them perform at a consistent high level.

Working Hours:
37.5 hours per week between the hours of 8:30am and 8:00pm on a rolling rota shift pattern, to include some evenings & weekends.

Your responsibilities as a Customer Service Manager:

• Coach and develop a team of 10 - 15
• Help recruitment in the search for the best candidates to join your team while promoting a fantastic brand image
• To ensure you remain up to date with procedures/processes, products, new schemes and/or scheme changes and communicate these effectively to your team
• To effectively communicate technical, client, customer, service and system-related issues or staff-related issues to your direct line manager providing recommendations for swift resolutions
• To monitor, record and effectively manage absence and time keeping issues in line with Company procedures
• Deliver monthly 1:1's ensuring objectives are recorded and monitored, coaching plans are defined, monitored and documented providing an audit trail
• Have a full understanding of the health & safety obligations
• To aid with your customer needs and identify new areas in how you can improve the customer's experience
• To promote the company's vision and values
• Provide excellent customer service and treat them fairly
• Provide a positive attitude to wars company changes

Your skills / experience as a Customer Service Manager:

• Previous experience in managing a team
• Experience in a FCA regulated environment
• Proven track record of motivating individuals / team
• Understanding of insurance (Not essential but preferred)
• Ability to read and understand data analysing team performance
• Excellent problem-solving skills
• Experience in performance management
• Hands on approach
• Excellent verbal and written skills

Benefits:

• Basic salary up to £40k (Depending on experience)
• Sick pay
• Private dental insurance
• Employee discount
• Discounts on travel
• Gym membership
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Flexible schedule
• Life insurance
• Private dental insurance