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.

To Apply

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 angelique.pearson@srgnetwork.com or call Gibraltar +350 200 69999.

Keywords: Customer Service Manager |Gibraltar | Insurance | SLAs |Service Performance