Customer Service Manager

1 month ago

Bournemouth Dorset, United Kingdom Mates Insurance Full time

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’ve successfully led teams of Customer Service Agents.
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.
You’ve already got your first couple of Agents in mind to join you at Mates Insurance

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.
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. Competitive salary & bonus.
~ Company Pension.
~25 days annual leave, plus Bank holidays.
~ Internal growth opportunities.


*Thanks for your interest but no agencies please.

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