Customer Claims Team Lead — Elevate Service & Performance

Cummins Mellor; Blackburn; Presencial; GBP 32.000 - 39.000; Jornada completa

Descripción de la vacante

Cummins Mellor in Blackburn is seeking an experienced Customer Service Manager to lead a team of Customer Claims Handlers and deliver a high-quality, efficient service. You will balance commercial performance with exceptional customer care and drive team development.

This hands-on role combines coaching, performance management and process improvement, with oversight of workflow, quality and regulatory compliance.

Formación

• Proven leadership and team management experience.
• Experience in customer service management and KPI tracking.
• Experience with quality, compliance and regulatory standards.

Responsabilidades

• Lead and develop your team – manage, motivate and coach a team of Customer Claims Handlers, setting expectations and supporting individuals.
• Drive customer service performance – monitor KPIs, service levels and quality standards; take action to improve results.
• Oversee daily operations – manage workflow and caseload allocation; ensure timely progress of queries and claims.
• Champion the customer experience – ensure professional, empathetic service throughout the customer journey.
• Monitor quality and compliance – review calls, communications and case files to meet standards.
• Manage escalations and complaints – take ownership of complex queries and ensure timely resolutions.
• Support vulnerable customers – recognise and support customers in vulnerable circumstances per FCA Consumer Duty.
• Manage performance and development – conduct reviews and provide feedback and training needs.
• Handle people management matters – address performance, conduct and attendance issues with HR as needed.
• Identify opportunities for improvement – use feedback and data to improve processes and service delivery.

Conocimientos

Leadership

People management

Coaching

Performance management

Customer service

Compliance

Descripción del empleo

Cummins Mellor in Blackburn is seeking an experienced Customer Service Manager to lead a team of Customer Claims Handlers and deliver a high-quality, efficient service. You will balance commercial performance with exceptional customer care and drive team development.

This hands-on role combines coaching, performance management and process improvement, with oversight of workflow, quality and regulatory compliance.