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Customer Service Manager
3 months ago
Here at Mates Insurance, we’re on a journey to ensure that all sensible young drivers pay a much fairer price for their car insurance.
We’re looking for an experienced Customer Service Manager who will be responsible for building a team of Customer Service Agents and leading them in delivering a fantastic customer experience for our young driver customers.
We have no existing infrastructure - this is your chance to build the team and design the processes that you’ve always wanted to from our office here in sunny Bournemouth.
You’re a great fit if you have some or all of the following skills, experience and traits:
- You’ve successfully led teams of Customer Service Agents.
- You’ve hired Agents who went on to be top performers.
- You’ve worked in the insurance industry. Young driver experience in particular is valued.
- You are familiar with CDL Strata.
- You’re analytical and numerate - you can model call, email and live chat volumes and any other processes that you’ll be working on.
- Ability to train and present to Customer Service teams as well as to the senior management team
- Experience with Office, Excel, telephony systems and CRM systems.
- Not afraid to act as an Agent when required (although this is a supervisory/managerial role).
- You have excellent communication skills with a positive outlook.
- You’ve already got your first couple of Agents in mind to join you at Mates Insurance
You’ll be responsible for:
- Hiring, training, managing and coaching customer service staff and ensuring that they are meeting performance standards and delivering an outstanding customer experience.
- Leading the team to deliver a cross functional range of customer focused services that include using telematics data to help customers become better drivers, maximising the number of Mates each customer recommends and issuing devices and rewards to customers.
- Creating metrics, processes and procedures that help deliver an outstanding customer experience.
- Reporting: Provide trends and summaries of query volumes and types, escalated volume.
- Writing documentation around frequently asked questions.
- Working with the Leadership Team to analyse customer service data to identify trends and areas for improvement.
- Managing and configuring Customer Service systems where required.
- Customer Service Manager will work cross-functionally across other pillars such as Payments and Risk, Compliance, CRM and Marketing, Acquisitions, IT and third parties to assure all issues that surface within the Customer services teams.
- Handling escalated customer complaints.
- Managing all customer satisfaction, including providing feedback and resolutions for all negative feedback via internal communication or via online domains (e.g. Trust pilot)
You’ll get:
- Competitive salary & bonus.
- Company Pension.
- 25 days annual leave, plus Bank holidays.
- Reward card.
- The chance to build something amazing and lasting.
- Internal growth opportunities.
*Thanks for your interest but no agencies please.
