Customer Service Team Manager

The Jrw Group; Wythenshawe; On-site; GBP 35,000 - 45,000; Full time

Job summary

A UK-based insurance firm is seeking an experienced Customer Service Team Manager in Wythenshawe. The successful candidate will lead a dynamic team, optimize workflows, and improve customer satisfaction while ensuring compliance with regulatory standards. Strong leadership and analytical skills are essential, along with experience in customer service and familiarity with platforms like Zendesk and Salesforce.

Qualifications

• Proven experience of delivering customer satisfaction and meeting performance targets.
• Experience in a regulated sector with awareness of regulations and compliance requirements.
• Strong analytical skills with experience using data to drive workflow improvements.

Responsibilities

• Manage and mentor a team of high-performing customer service agents.
• Ensure SLAs and KPIs are consistently met or exceeded.
• Use data analytics to identify bottlenecks and opportunities for improvement.

Skills

Customer satisfaction

Analytical skills

Leadership

Organisational skills

Communication skills

Problem-solving skills

Education

5 GCSEs or equivalent including Maths and English

Tools

Zendesk

Salesforce

Microsoft Office

Job description

Overview

We are seeking a proactive and experienced Customer Service Team Manager to lead our dynamic support team within the insurance sector. This role is pivotal in ensuring customer satisfaction, operational efficiency, and continuous improvement through data-driven decision-making. You will be responsible for using data to optimise workflows and implementing best practice to deliver exceptional service across multiple channels including live chat and email ticketing systems. The ideal candidate will possess strong leadership skills, a passion for delivering exceptional customer experience, with a background in team management and implementing best practice use of CS tools.

Responsibilities

• Team Leadership & Development: Manage and mentor a team of high-performing customer service agents, conduct regular team meetings, performance reviews, training and coaching sessions; foster a culture of accountability, empathy, and excellence; ensure a customer-centric approach is embedded in all processes and interactions; ensure processes, such as HR procedures, are followed and documentation kept up to date.
• Operational Management: Manage day-to-day operations of customer service channels (live chat and tickets); ensure SLAs and KPIs are consistently met or exceeded; implement best practices for tone, clarity, and consistency in written communications; develop and implement strategies to improve service quality and customer satisfaction.
• Customer Workflow Optimisation: Use data analytics to identify bottlenecks, inefficiencies, and opportunities for automation or process improvement; collaborate with IT and product teams to improve customer journey and experience; develop and refine workflows to enhance response times and resolution rates; monitor and optimize workflows using Zendesk to ensure efficient case handling; optimise use of Live Chat including working with IT on potential chat bot and AI solutions.
• Quality Assurance & Compliance: Monitor interactions for quality, accuracy, and regulatory compliance; ensure FCA guidelines are adhered to in all communications; provide feedback and training to maintain high standards.
• Reporting & Insights: Generate regular reports on team performance, customer satisfaction, and channel usage; present insights and recommendations to senior leadership; implement recommendations to ensure continuous improvement through data-driven decision-making.
• Customer Service Support: Provide timely and quality responses to customer complaints and escalations across all channels; organise and chase underwriter referrals where applicable; provide support to the Contact Centre with payment queries, documentation and emails; provide support to Contact Centre Manager where required.
• FCA Consumer Duty Responsibilities – Products and Services: Ensure activities support customer-oriented products and services appropriately distributed to the identified target market; Price and Value: provide information to the customer so they understand the breakdown of charges and validity period; ensure that all correspondence with customers provides clear details of the price; Consumer Understanding: ensure activities provide customers with the information they need, at the right time; ensure information is presented in an understandable way to help customers make informed decisions and pursue their financial objectives; Consumer Support: ensure activities support customer needs, enable them to realise benefits of products and services, keep accurate records of all contact, identify and respond to vulnerabilities promptly; Ensuring Fair Customer Treatment: promote fair treatment of customers in all activities.

Qualifications & Requirements

• Essential: Proven experience of delivering customer satisfaction and meeting performance targets; proven experience in a regulated sector with awareness of regulations and compliance requirements; deep understanding of best practices across customer service channels; strong analytical skills with experience using data to drive workflow improvements; familiarity with CRM and customer service platforms (e.g., Zendesk, Salesforce, Intercom); excellent leadership, organisational, and problem-solving skills, including knowledge of HR processes; strong communication skills with a customer-centric approach; excellent written communication and editing skills; ability to thrive in a fast-paced and regulated environment; ability to work cross-functionally with tech, compliance, and product teams; commitment to delivering outstanding customer service; proven track record in providing feedback to staff to promote growth and improvement.
• Desirable: Experience working with both personal and commercial insurance products; previous experience within the financial services sector; experience working with CRM and customer service platforms; excellent working knowledge of Microsoft Office including Word, Excel and Outlook; confident and accurate typing skills.
• Additional Desirable: Experience working with payment systems and finance providers; excellent communication skills; meticulous attention to detail; proven capability to take a proactive approach to problem solving and develop effective solutions; independent and proactive with the ability to think autonomously; passion for customer experience and continuous improvement; comfortable in a fast-paced, data-driven environment; strong organisational skills with the ability to work methodically to meet deadlines; adaptability to change with a proven ability to thrive in dynamic environments; collaborative and willing to listen to others, share knowledge, and implement improvements; excellent relationship building skills with the ability to establish rapport and build relationships at all levels.
• Professional Requirements Desirable: CII qualification.
• Education Desirable: A minimum of 5 GCSEs or equivalent including Maths and English.

Note: This job description serves as a general guideline in terms of the requirements and responsibilities of the job role and may be adjusted to meet the evolving needs of the company and regulatory requirements. The company reserves the right to modify the job description as required.