Customer Service Manager — Lead Claims Team to Excellence

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

Benefits offered by this job

23 days' holiday plus bank holidays (r

Birthday day off

Private healthcare after one year's服务

Life insurance 3x salary

Company events

Free on-site parking

Rewards for suggestions

Job summary

Jobwise in Blackburn is seeking an experienced Customer Service Manager to lead a team of Customer Claims Handlers, delivering outstanding service while achieving performance targets. Based in central Blackburn, the role offers a competitive salary and benefits.

The successful candidate will coach, monitor workloads, and collaborate with other departments to drive improvements in customer experience. You'll manage workloads, support complex queries, and ensure quality and compliance across calls

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

• Lead and motivate a team of Customer Claims Handlers, helping them perform at their best.
• Monitor team performance, ensuring targets are met and high standards of customer service are maintained.
• Manage workloads and caseloads.
• Coach team members through regular one-to-ones, feedback and performance reviews.
• Support the team with complex queries, complaints and escalated customer issues.
• Check calls, correspondence and case files to ensure quality and compliance standards are met.
• Identify opportunities to improve processes and the customer experience.
• Work with other departments to support training, recruitment, onboarding and the ongoing development of your team.

Skills

Team leadership

Performance management

Customer service

Complaint handling

Tools

Word

Excel

Outlook

Job description

Jobwise in Blackburn is seeking an experienced Customer Service Manager to lead a team of Customer Claims Handlers, delivering outstanding service while achieving performance targets. Based in central Blackburn, the role offers a competitive salary and benefits.

The successful candidate will coach, monitor workloads, and collaborate with other departments to drive improvements in customer experience. You'll manage workloads, support complex queries, and ensure quality and compliance across calls