Customer Service Manager | Insurance | Gibraltar | Excellent Salary Package | Office Based
Customer Service Manager required for a busy insurance company based in Gibraltar. You will manage the existing customer service teams, ensuring they provide excellent customer service and meet SLA requirements in line with the company standards. The Customer Service Manager will be ensuring that all activities within the team are adhered to and oversee the continuous development of the team of approx. 20 staff. Reporting directly to the Managing Director.
What’s on offer to you?
Reporting directly to the Managing Director
Constantly evolving products and duties
Excellent salary package plus benefits
What You Will Be Doing
Monitor service performance and adherence to agreed-upon service level targets
Take ownership of customers issues and follow problems through to resolution
Develop service procedures, policies and standards
Keep accurate records and document customer service actions and discussions
Analyse statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Undertake monthly 1:1’s and performance reviews
Identify, support, and assist vulnerable customers and understand their need for flexibility
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilise assets to achieve qualitative and quantitative targets
Manage approximately 20 staff (which includes 2 senior agents)
What You Will Need to Succeed In This Role
Minimum 2 years experience as a Customer Service Manager in a call center environment.
Knowledge of management methods and techniques
Fluency in English
Ability to think strategically and to lead
Strong communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Experience in insurance would be an advantage but not a requirement for the right candidate.
There will be a requirement to obtain formal qualifications through the Chartered Insurance Institute, which is fully supported.
If you are an experienced Customer Service Manager, and this is the challenge that you are looking for in your career, get in touch with me today. Please click on the ‘apply’ button and upload your CV and a Cover Letter or alternatively contact Angelique Pearson, Managing Director by email firstname.lastname@example.org or call Gibraltar +350 200 69999.
Keywords: Customer Service Manager |Gibraltar | Insurance | SLAs |Service Performance