Customer Service Manager

Posted 7 March by Insight Recruitment Solutions Featured

My client, one of the largest Travel Insurance Companies in the UK, are looking for an Operations Manager to join a fast paced established team. You will be working in their impressive corporate offices, responsible for the management of the Operations Division of one of their teams.

The Operations Manager is responsible for the day to day management of the Operations division at EAF. Responsible for meeting defined key performance indicators by ensuring that cases are handled and calls are answered by the teams within the agreed time scales and in line with company procedure. Responsible for managing the division and ensuring that team members are trained, motivated and meeting their individual objectives. In addition continually planning areas of improvement or development.

Role Responsibilities

Recruitment and retention:

•Involved in recruitment, interviewing candidates and deciding on the appointments with HR

•Checking that training needs are identified by Team Leaders and that training is delivered by EAF Coach

•Input and sign off of the initial training programme to new EAF Operations Team members

Staff Development:

•Motivating and retaining employees

•Reviewing individual Team Leader performance against targets and objectives

•Conduct annual performance reviews with Team Leaders and Coach and provide regular and on-going feedback

•Review all annual performance reviews carried out by Team Leaders

Team Performance:

•Reviewing and managing divisional performance against key performance indicators

•Implementing, managing and driving change into the division

•Ensuring that shift rotas are appropriately managed to ensure adequate coverage

•Ensuring that system upgrades are properly tested and implemented

•Provide out-of-hours support for Team Leaders as required

•Proactively manage and resolve issues to ensure an efficient department

•Liaising with all other departments to resolve issues

•Representing the division at internal business meetings

Case Management:

•Liaising with Underwriting to provide information for serious or high-impact complaint cases

•Liaising and managing escalated or complex cases that need more experience

•Ensuring that cases are managed in line with divisional and company processes

•Managing EAF’s global network of agents and partners


•Maintaining up-to-date knowledge of active case management, industry developments such as compliance and treating customers fairly

•To refer to the Head of Assistance when any work falls outside their area of knowledge or expertise

•Representing the division at internal business meetings

•Representing the company at assistance-related industry events

Personal Qualities & Key Skills

•Excellent communication and problem-solving skills

•Strong customer focus and an ability to work well in teams

•Excellent telephone manner

•Desire to help others work towards targets and develop their skills

•Leadership skills and the ability to motivate and develop staff

•Confidence and a good business sense

•Ability to set, meet and exceed targets

•Ability to manage change

•Ability to cope well under pressure

•Good general knowledge, particularly world geography

•Experience using Excel, Word, PowerPoint and database reporting

Application question

Do you have experience of managing a team?

Reference: 34626057

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