Head of Customer Service

Intranet; Cardiff; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading insurance firm in Cardiff is seeking a manager for its customer service team. The role focuses on managing a dynamic environment to ensure high-quality service for policyholders and brokers. The ideal candidate will have substantial customer service experience, leadership skills, and the ability to foster a customer-centric culture. A competitive salary, hybrid working, and bonus scheme are offered. Join a company that values personal development and team collaboration.

Benefits

Hybrid working

Competitive salary

Annual bonus scheme

Market-leading pension package

Income protection insurance

Qualifications

• Essential customer service experience in dynamic environments.
• Experience in leading, coaching, and developing teams.
• Strong analytical skills and ability to adapt to change.

Responsibilities

• Manage customer service operations ensuring efficiency.
• Define and implement customer service strategy.
• Set performance goals and monitor outcomes.
• Collaborate with other departments for seamless service.

Skills

Customer service experience

Team leadership

Analytical skills

Problem-solving skills

Collaborative mindset

Job description

The Atradius Group provides trade credit insurance surety and collections services worldwide and has a presence through 160 offices in 52 countries.

At Atradius we believe in personal development and the Growth Mindset. Our culture is based on teamwork, reliability, accountability, constant improvement and unrivalled service.

The Atradius Customer Service Team based within our Commercial Unit in Cardiff is looking to recruit a new manager to lead this experienced highly motivated team.

Job Description

The successful candidate will manage a fast‑paced dynamic environment and deliver a high quality efficient service to policy holders, brokers and internal stakeholders. The primary focus will be to support retention, customer satisfaction and business growth. You will apply technical expertise, local market knowledge and the ability to form close relationships with customers and brokers.

As manager you will contribute to the overall strategic and operational goals of the Commercial Department, drive change, improve efficiency and execute a customer service strategy in line with business objectives.

Key Responsibilities, Skills and Experience

• Essential customer service experience working within the team to respond to large call volumes and resolve customer needs quickly.
• Experience leading, coaching and developing a customer service team and fostering a customer‑centric culture.
• Commercial mindset and experience overseeing day‑to‑day customer service operations ensuring efficiency and accuracy.
• Define and implement a customer service strategy aligned with business objectives.
• Set performance goals, KPIs and service standards and monitor and deliver outcomes.
• Ensure a high‑quality consistent customer experience for policy holders, brokers and internal stakeholders.
• Collaborate with other areas of the business to deliver a seamless service.
• Support audits and contribute to risk management and governance framework.
• Strong analytical and problem‑solving skills and ability to adapt to change.
• Active listener and able to lead by example with a committed positive attitude.
• Calm and decisive under pressure.
• Collaborative and influential.

What do we offer

• A dynamic international and challenging work environment.
• Training and support to reach your full potential including continuous professional development.
• Hybrid working (up to 2 days a week from home).
• Competitive salary and annual bonus scheme (7.5% of salary).
• Market‑leading pension package (minimum 12% employer contribution) plus income protection insurance and 10× life assurance cover.
• Income protection scheme covering 75% of salary plus pension contributions.
• Life assurance cover at 10× annual salary.
• Employee Assistance Programme.

Equal opportunities for all

We are an equal opportunity employer and encourage applications from all backgrounds. Diversity is extremely important to Atradius and we promote an inclusive culture in which everyone feels involved and valued.

Contact

Elan BOOTH, Human Resources – available by e‑mail.