Customer Service Manager

Customer Service Manager** We are working with the top insurance specialists within their field This award-winning company now have this great opportunity for a Customer Service Team Manager Office based within Cardiff City Centre Upto £40,000 OTE £50,000 uncapped You will be working a 37.5 hours per week on a shift pattern Will require one Saturday and one Sunday per month Are you: * Strong in coaching and people development * Have complete and thorough understanding of end to end customer service process * Familiar with SLA`s and KPI`s * Experienced in managing customer complaints The role: You will be responsible for managing and leading a team of 10-15 Customer Service advisors, You will promote a Learning and Development environment where teamwork, agent engagement, and empowerment are encouraged through coaching, performance measurement and people development which underpins our company’s Mission, Vision and Values. You will need to be familiar with service level agreements and support the business in achieving these. * To manage and develop a team, focusing on delivering the best customer care service. * To drive improvements in the customer experience across the business, fully utilising information from our customer sentiment channels such as Trustpilot, Live Chat, MI and Complaints as well as Operational MI. * To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service. * To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching and development skills. * To produce and deliver management reports which identify process improvements, analyse customer service activity, operation and agent productivity, key performance indicators and best practice. * To manage customer complaints within our predefined process and procedures adhering to our regulatory timeframes. Experience: * Working within a regulated environment - Preferred * Complaint’s administration and management - Preferred * Live Chat management – Preferred Qualifications * IF1 preferred Benefits: * Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc) * Employee Assistance Programme * Holiday 24 days plus birthday off * Tech Purchase Scheme * Pension * Holiday Buy Scheme * Life Assurance (4x Salary) * Christmas Savings Club * Discounted Cinema Tickets * Shopping Discounts for 1000s of High Street Retailers * Length of Service Awards * Staff Referral Scheme * Discounted Travel Insurance * Reward and Recognition Scheme * Personal Development (inc. Courses and Qualifications) * Social Events Send your cv now to be considered for this fantastic opportunity