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Insurance Recruitment Services
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Liverpool, Merseyside
Customer Service Manager
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Job Type: Full-time |
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Overview
Our client is seeking a Customer Service Manager to join their team in Liverpool. Your responsibilities will include: Leading the Customer Service Team Leaders and providing KPI’s for the overall Customer Services team. Produce timely KPI reports for the Head of Customer Service when requested. Conduct regular performance review meetings, ongoing coaching, development and mentoring. Understanding customer contracts and ensuring performance meets industry obligations. Represent the department and the business at external customer/industry meetings. Promote continuous improvement of complaint handling driving a first-time resolution approach. Keeping accurate records of discussions or correspondence with customers using all relevant internal systems. Developing customer service procedures, policies and standards for the business. Coaching all staff to deliver the highest standard of customer experience. Lead all customer on-boarding and ensure that we provide an excellent customer experience, ensuring the smooth on-boarding of a customer and their supply points. Management and ownership of the day to day tasks and processes within the team. Working closely with the Operational team to ensure the industry file process, ensuring timely registration, sending of flows and exception management. Ensure that the Customer is at the forefront of all customer service processes and that any impact would be positive. Manage continuous improvement of existing customer processes. Take ownership of building new customer processes to ensure a high quality and efficient process framework exists. You need to drive and improve customer service delivery to our current and future customers through people leadership, processes and systems. You will promote a customer-centric culture throughout our organisation. You’ll create and implement a "sales through service" culture to deliver increasing value to our customers and shareholders. To apply for this role the successful candidate must have the following skills: Experience of working in a fast growing, ever evolving company. Staff management and development. Lead from the front and act as a role model and mentor for the Team Leaders. Professional communicator, commercial, a good negotiator with strong influencing skills Good problem-solving skills. Able to work in a complex environment with conflicting demands. Able to cope with change and to deal with shifting priorities. Flexible, willing and able to cope with change with the ability to work under pressure How to apply: To apply for this role, please forward you’re CV in confidence quoting reference 6403. Due to the high volume of applications that we receive, if we do not hear from you within 7 days unfortunately your application has been unsuccessful.