Customer Service Manager

Jobwise Ltd; Belthorn; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

23 days holiday + bank holidays

Birthday day off

Private healthcare after 1 year of ser

Pension scheme

Life insurance 3x salary

Bonus scheme

Long-service awards

Perkbox rewards

On-site parking

Wellbeing programme

Company events

Job summary

Jobwise Ltd in Blackburn is seeking a Customer Service Manager to lead a team of Customer Claims Handlers, drive high standards of service, and meet performance targets. The role offers a supportive environment in a modern office and opportunities to develop leadership skills within a growing business.

The position entails coaching, workload management, and collaboration with other departments to enhance training and onboarding.

Qualifications

• Previous experience leading a team within a customer service, claims or contact centre environment
• Experience motivating a team to achieve KPIs, service levels and quality targets
• Experience handling customer complaints and escalations
• Experience coaching team members and managing performance
• Confident using Word, Excel and Outlook

Responsibilities

• Leading and motivating a team of Customer Claims Handlers, helping them perform at their best
• Monitoring team performance, ensuring targets are met and high standards of customer service are maintained
• Managing workloads and caseloads
• Coaching team members through regular one-to-ones, feedback and performance reviews
• Supporting the team with complex queries, complaints and escalated customer issues
• Checking calls, correspondence and case files to ensure quality and compliance standards are met
• Identifying opportunities to improve processes and the customer experience
• Working with other departments to support training, recruitment, onboarding and the ongoing development of your team

Skills

Leadership

Team management

Customer service

Coaching

Performance management

KPI tracking

Tools

Word

Excel

Outlook

Job description

Ready to take the next step in your Customer Service Manager career, leading a team and helping people reach their full potential?

Based in modern offices in the centre of Blackburn, this is an opportunity to join a successful and expanding business as a Customer Service Manager. You'll lead a team of Customer Claims Handlers, helping them deliver great customer service while achieving their performance targets and maintaining high standards.

With a salary of up to £40,000 and an excellent benefits package, this role offers the chance to make a real difference to your team, develop your leadership skills and play an important part in the continued success of the business.

What will you be doing as a Customer Service Manager?

• Leading and motivating a team of Customer Claims Handlers, helping them perform at their best
• Monitoring team performance, ensuring targets are met and high standards of customer service are maintained
• Managing workloads and caseloads
• Coaching team members through regular one-to-ones, feedback and performance reviews
• Supporting the team with complex queries, complaints and escalated customer issues
• Checking calls, correspondence and case files to ensure quality and compliance standards are met
• Identifying opportunities to improve processes and the customer experience
• Working with other departments to support training, recruitment, onboarding and the ongoing development of your team

What's in it for you?

• A salary of £35,000 to £40,000, depending on experience
• 23 days' holiday plus bank holidays, increasing over time to 30 days
• An extra day off for your birthday
• The option to buy additional holidays
• Private healthcare after one year's service
• Pension scheme
• Life insurance worth three times your annual salary
• Bonus scheme
• Long-service awards
• Perkbox rewards scheme
• Company eventsFree on-site parking
• Wellbeing programme
• Rewards for suggestions that help improve the business

Why would you join this company?

You'll be joining a successful and expanding business where customer care, quality and compliance are important. As Customer Service Manager, you'll have the opportunity to shape the performance of your team, develop individuals and help improve the service customers receive.

It's a hands-on leadership role where you'll be able to make a visible contribution, working closely with the Head of Operations and colleagues across the wider business.

What we're looking for

What's essential:

• Previous experience leading a team within a customer service, claims or contact centre environment
• Experience motivating a team to achieve KPIs, service levels and quality targets
• Experience handling customer complaints and escalations
• Experience coaching team members and managing performance
• Confident using Word, Excel and Outlook

What's helpful but not essential:

• Experience in a legal, financial services or claims environment
• An understanding of SRA regulatory requirements and/or FCA Consumer Duty
• Experience using ProClaim or similar case management systems

The Essentials

• Salary: £35,000 to £40,000
• Hours: 9am-5pm Monday to Friday (30 minutes lunch)
• Location: Blackburn town centre
• Job type: Permanent