Job Title: Customer Service Manager
Location: Manchester City Centre
Salary: £35,000 - £45,000 (dependent on experience)
Industry: Insurance
Are you a dynamic and experienced customer service leader with a passion for delivering exceptional service?
Our client, a leading insurance business based in Manchester City Centre, is seeking a Customer Service Manager to lead a dedicated team and help drive operational excellence. This is a fantastic opportunity to join a growing company in a role that offers both challenge and career progression.
Key Responsibilities:
- Leadership: Manage and motivate a team of customer service representatives, ensuring high performance, engagement, and development.
- Operational Excellence: Oversee day-to-day operations, ensuring customer service targets and KPIs are consistently met or exceeded.
- Customer Satisfaction: Develop and implement strategies to improve the customer experience, resolving escalated issues and maintaining strong customer relationships.
- Process Improvement: Identify areas for operational improvement and implement solutions to streamline processes, enhance efficiency, and improve service quality.
- Training & Development: Provide coaching and training to your team, fostering a culture of continuous learning and professional growth.
- Reporting & Analysis: Monitor team performance through reporting and analytics, providing feedback and recommendations to senior management.
Essential Skills & Experience:
- Proven experience in a customer service management role, ideally within the insurance or financial services industry.
- Strong leadership skills with the ability to inspire and motivate teams.
- Excellent communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
- A solid understanding of customer service best practices and a customer-centric approach.
- Ability to analyse data and performance metrics to make informed decisions and drive improvements.
- A proactive, problem-solving mindset with a keen eye for process improvements.
Desirable:
- Experience in the insurance sector or a regulated environment would be advantageous.
- Knowledge of customer service software, CRM systems, or case management tools.
Why Join Us?
- Competitive Salary: £35,000 - £45,000 depending on experience.
- Great Location: Based in the heart of Manchester City Centre with excellent transport links.
- Career Growth: Opportunities for career development and progression within a leading business.
- Supportive Culture: Join a company that values its people and promotes a positive, collaborative work environment.
If you're ready to take your customer service career to the next level and make a real impact, we'd love to hear from you!
To apply, please submit your CV.
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates