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Position:             Customer Care Team Manager

Salary:                 £40,000 basic plus £50K OTE

Location:            Cardiff

We are currently recruiting on behalf of an award-winning insurance company. Due to significant growth plans, they are expanding their Cardiff based team. We are currently looking for experienced, passionate, Customer Care Team Manager to lead a team of Customer Care Consultants. 

You will strive to develop a centre of excellence, building robust processes and procedures taking into consideration customer, consultant and business requirements. You will share customer sentiment, challenges and feedback to the rest of the business to encourage enhancements to the customer experience. You will promote a Learning and Development environment where teamwork, agent engagement, and empowerment are encouraged through coaching, performance measurement and people development which underpins our company’s Mission, Vision and Values.

Key Responsibilities:

To manage, develop and lead a team focused on delivering “best in Industry customer service’.

To drive improvements in the customer experience across the business, fully utilising information from our customer sentiment channels such as Trustpilot, Live Chat, CSats, MI and Complaints as well as Operational MI.

To provide motivational and inspirational leadership to consultants with varied skills and abilities, responsible for all aspects of customer service.

To identify exceptional talent and develop for future success using strong leadership, mentorship, coaching and development skills.

To produce and deliver management reports which identify process improvements, analyse customer service activity, operation and agent productivity, key performance indicators and best practice.

To manage customer complaints within our predefined process and procedures adhering to our regulatory timeframes.

To ensure the team receives regular training and updates so they comply with all our regulatory and Client requirements and internal procedures.

To adhere to all internal people management processes and procedures such as 1:1s, appraisals, absence management.

Personal Qualities:

Strong leadership, coaching and people development focus.

Strong interpersonal skills – able to communicate and contribute effectively with a team, with peers and managers

Able to prioritise workload to meet challenging deadlines and ability to multi-task

Complete and thorough understanding of end-to-end customer service processes

Hours:

The Call Centre is open during the following hours:

8.30am – 8pm   Monday to Friday

9am – 5pm         Saturday

10am – 5pm      Sunday

10am-4pm         Bank Holidays