Customer Service Team Manager

TN United Kingdom; Cardiff; On-site; GBP 40,000 - 46,000; Full time

Job summary

A leading travel insurance provider is seeking a Customer Service Team Leader in Cardiff. The role involves managing a team, ensuring high service quality, and fostering a positive work environment. With a competitive salary of up to £40,000 and extensive benefits, this position offers opportunities for professional growth and development in a supportive atmosphere.

Benefits

Competitive Starting Salary

Comprehensive Cover

Generous Holiday Allowance

Comprehensive Benefits Package

Professional Growth

Supportive Environment

Convenient Location

Qualifications

• Experience in managing a customer service team.
• Ability to enhance service quality through KPIs and customer feedback.

Responsibilities

• Lead and manage a team of Customer Service Agents.
• Monitor KPIs and implement improvements based on feedback.
• Handle escalated complaints professionally.

Skills

Leadership

Coaching

Customer Service

Collaboration

Job description

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You will be responsible for leading and managing a team of Customer Service Agents to ensure the consistent delivery of a high-quality customer experience. This role plays a key part in maintaining service standards, supporting team development, and contributing to the overall success of the Customer Service function.

Working closely with other departments and operational leaders, you will ensure that day-to-day activities run efficiently, customer interactions are handled professionally, and performance targets are met or exceeded. The role also involves coaching, mentoring, and supporting agents, using customer feedback and performance data to drive continuous improvement.

Why Join Us?

• Competitive Starting Salary: Basic Salary up to £40,000
• Comprehensive Cover: Work with a wide range of travel insurance products, including single-trip, multi-trip, and specialised policies such as winter sports and backpacking insurance.
• Generous Holiday Allowance: 33 days of annual leave.
• Comprehensive Benefits Package: Includes a company-paid health cash plan, company pension, holiday buy scheme, travel insurance discounts, and more.
• Professional Growth: Access to extensive training on InsureandGo products and sales techniques, with opportunities for career advancement.
• Supportive Environment: Join a team that values collaboration, innovation, and customer satisfaction.
• Convenient Location: Based in Cardiff with easy access to local amenities and transport links.

Key Responsibilities

• Lead, support, and manage a team of Customer Service Agents, fostering a positive and performance-focused environment. Ensure that all team members consistently uphold AllClear’s service standards and values in every customer interaction.
• Maintain and continually enhance service quality by monitoring key performance indicators (KPIs), customer satisfaction scores, and contact resolution rates. Implement improvements based on customer feedback, quality audits, and operational trends to ensure service excellence is consistently achieved.
• Deliver structured coaching, ongoing training, and regular performance reviews to support staff development and drive improvements in service delivery. Ensure all team members understand and meet behavioural and service quality expectations.
• Work collaboratively with internal teams (e.g., Compliance, Sales, Planning) to ensure a joined-up approach to the customer journey and to share insights that inform service strategies and operational decisions.
• Manage complex queries and escalated complaints with professionalism, ensuring resolutions are handled promptly, empathetically, and in accordance with company policies and regulatory requirements.
• Collaborate with workforce planners to ensure adequate coverage and resource allocation in line with forecasted demand and service level agreements (SLAs), helping to maintain responsiveness and minimise wait times.
• Ensure the team operates in line with FCA regulations, data protection laws, and internal policies. Support quality assurance programmes by embedding best practices and ensuring regular training and procedural updates are delivered.

AllClear Travel Insurance is a leading provider specialising in coverage for individuals with pre-existing medical conditions, operating with the mission that everyone has the right to travel. Since its establishment in 2000, AllClear has expanded its reach, now operating five offices and employing over 400 staff members. The company has proudly assisted over 3.5 million travellers in obtaining the insurance they need, offering policies that cater to all medical conditions, ages, and destinations.

Recognised as one of the top 10 insurance companies to work for, AllClear offers a dynamic and fast-paced work environment where employees have the opportunity to engage in exciting projects and collaborate with a talented team. The company is committed to fostering a supportive and inclusive workplace culture, providing competitive salaries and benefits packages, flexible work arrangements, and professional development opportunities.

AllClear's commitment to excellence has been recognised with numerous industry awards, including Personal Lines Broker of the Year at the UK Broker Awards, the Broker Innovation Awards, and multiple customer service accolades. The company has also achieved a 1-Star Accreditation from Best Companies in 2024, reflecting its dedication to employee satisfaction and workplace excellence.

For those interested in joining a company that values integrity, customer-centricity, innovation, and knowledge, AllClear encourages prospective candidates to explore current openings and consider becoming part of their mission-driven organisation.