Customer Service Team Leader

Clear Choice Recruitment is recruiting for a Customer Service Team Manager in Cardiff to join an award-winning specialist insurance company, focused on travel, who are looking for an experienced and passionate Team Manager to join their team.

As a Customer Service Team Manager, you will be leading and managing a team of Customer Service Agents to ensure the consistent delivery of a high-quality customer experience. This role plays a key part in maintaining service standards, supporting team development, and contributing to the overall success of the Customer Service function.

Benefits:

• 32 days holiday (inc. bank holidays)
• Holiday Buy Scheme
• Health Cash Plan
• Perkbox
• Tech Scheme
• Cycle to Work Scheme
• Life Assurance
• Employee Assistance Programme
• Bonus scheme
• Commission pay
• Performance bonus
• Quarterly bonus
• Casual dress
• Company events
• Company pension
• Employee discount
• Health & well being programme
• Referral programme
• Sick pay
• Store discount

Key Responsibilities of a Customer Service Team Manager:

• Lead, support, and manage a team of Customer Service Agents, fostering a positive and performance-focused environment. Ensure that all team members consistently uphold service standards and values in every customer interaction.
• Maintain and continually enhance service quality by monitoring key performance indicators (KPIs), customer satisfaction scores, and contact resolution rates. Implement improvements based on customer feedback, quality audits, and operational trends to ensure service excellence is consistently achieved.
• Deliver structured coaching, ongoing training, and regular performance reviews to support staff development and drive improvements in service delivery. Ensure all team members understand and meet behavioural and service quality expectations.
• Work collaboratively with internal teams (e.g., Compliance, Sales, Planning) to ensure a joined-up approach to the customer journey and to share insights that inform service strategies and operational decisions.
• Manage complex queries and escalated complaints with professionalism, ensuring resolutions are handled promptly, empathically, and in accordance with company policies and regulatory requirements.
• Collaborate with workforce planners to ensure adequate coverage and resource allocation in line with forecasted demand and service level agreements (SLAs), helping to maintain responsiveness and minimise wait times.
• Ensure the team operates in line with FCA regulations, data protection laws, and internal policies. Support quality assurance programmes by embedding best practices and ensuring regular training and procedural updates are delivered.

Key Skills and Experience of a Customer Service Team Manager:

• Demonstrable experience managing a customer service team, ideally within a regulated or insurance environment.
• Strong coaching and mentoring abilities with a focus on personal and team development.
• Comfortable working with data and KPIs to make informed, strategic decisions.
• Outstanding interpersonal and communication abilities, both written and verbal.
• Meticulous attention to detail with a strong commitment to quality and customer satisfaction.
• Ability to manage time effectively, prioritise competing tasks, and contribute to broader service strategy.
• Deep understanding of customer service principles, best practices, and operational efficiency.
• Proficient in Microsoft Office, particularly Excel and Word, for reporting and performance tracking.