Customer Service Manager: Lead Claims Team to Excellence

Jobwise Ltd; Belthorn; Presencial; GBP 35.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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

Responsabilidades

• 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

Conocimientos

Leadership

Team management

Customer service

Coaching

Performance management

KPI tracking

Herramientas

Word

Excel

Outlook

Descripción del empleo

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.