Customer Service Manager

MERJE is seeking a dynamic Customer Service Manager to lead a high-performing team for a leading UK travel insurance specialist. This role offers an exciting opportunity to drive service excellence, coach talent, and shape customer experiences in a fast-paced environment.

Salary: Up to £40,000 plus annual discretionary bonus

Location: Southend-on-Sea, Essex

The Company

This insurance sector leader boasts a 4.9-star Trustpilot rating and is a Which? Recommended Provider. With over 20 years of experience, they specialise in travel insurance, including cover for pre-existing medical conditions, making travel accessible to all.

The Role

The Customer Service Manager will inspire and lead a team of agents, championing service excellence and driving performance. This role offers 32 days' annual leave, a company pension scheme, and real career progression opportunities in a supportive, friendly environment.

Key Responsibilities of the Customer Service Manager:

• Lead and motivate a team of Customer Service Agents
• Monitor KPIs and customer satisfaction scores to maintain high service standards
• Deliver coaching and structured training to develop team talent
• Collaborate with internal teams to ensure seamless customer journeys
• Handle complex queries and escalated issues with professionalism

Required knowledge and experience for the Customer Service Manager role:

• Proven experience leading customer service or contact centre teams
• Strong understanding of sales metrics and performance management
• Excellent coaching and people development skills
• Solid grasp of Contact Centre operations and efficiency
• Passion for delivering exceptional customer experiences

If you're an experienced Customer Service Manager looking to make a significant impact in a dynamic insurance environment, apply now for this exciting opportunity!

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Applicants must be located and eligible to work in the UK without sponsorship.

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