Customer Service Manager

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 fore front 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

• Lead and develop a team dedicated to delivering exceptional customer service.
• Champion initiatives to enhance the customer experience by utilising data from various channels.
• Provide inspirational leadership to consultants, nurturing their professional growth.
• Identify and cultivate talent through mentorship and coaching.
• Generate management reports to drive process improvements and analyse performance metrics.
• Effectively manage customer complaints within established protocols and regulatory guidelines.
• Collaborate with planning managers to ensure optimal resource allocation.
• Uphold integrity, regulatory compliance, and ethical conduct standards.
• Ensure ongoing team compliance with regulatory and client requirements through regular training.
• Adhere to internal people management processes and procedures.

Qualifications: Preferably IF1 certification

About you

• Strong focus on leadership and talent development
• Exceptional interpersonal skills
• Results-oriented with a keen focus on metrics
• Ability to prioritise tasks and manage multiple responsibilities effectively
• In-depth understanding of end-to-end customer service processes

Experience:

• Prior experience in a regulated environment is advantageous
• Experience in complaints administration and management is desirable
• Familiarity with live chat management is a plus

What you'll get in return

• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• Life insurance
• Referral programme
• 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:

• 8:30am to 8:00pm Monday to Friday
• 9:00am to 5:30pm Saturday
• 10:00am to 5:00pm Sunday
• 9:00am to 5:00pm Bank Holidays

Please get in touch if you have any questions about this role and we can have a confidential chat about your next move!

Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work.

*Please note, whilst we do our best to contact all candidates, due to the high number of applications we receive we cannot guarantee this for every role. If you have not heard anything from us within 7 days of applying - then unfortunately you have been unsuccessful. Please keep an eye on our website for more opportunities.